Best Practices when building a One-To-Many Model
Seeker 
Hi everyone,
As our company and customer base continues to grow, we are finding that our traditional 1-1 engagement model is leaving some customers behind. We are looking to implement a one-to-many model for a segment of SMB customers that would consist of alternating technical and thought leadership webinars every other week, along with weekly office hours and some email automation.
I would love to learn some best practices from the community in how you've been successful (or failed! we learn as much if not more from our failures) in implementing a one-to-many engagement model, specifically on the following:
1. How would you define a one-to-many segment?
2. How did you decide which customers should be in the one-to-many segment? Has this changed since you implemented the model?
3. What is the desired outcome you were striving for with your one-to-many segment? Is it expansion/upsell, increased adoption, identifying new stakeholders, preventing churn? All of the above?
4. What role does email automation play in your one-to-many model and how do you map out the engagement touchpoints?
5. Have you ever had success with cohort webinars and open office hours? What has worked and what hasn't worked?
Looking forward to the responses!
As our company and customer base continues to grow, we are finding that our traditional 1-1 engagement model is leaving some customers behind. We are looking to implement a one-to-many model for a segment of SMB customers that would consist of alternating technical and thought leadership webinars every other week, along with weekly office hours and some email automation.
I would love to learn some best practices from the community in how you've been successful (or failed! we learn as much if not more from our failures) in implementing a one-to-many engagement model, specifically on the following:
1. How would you define a one-to-many segment?
2. How did you decide which customers should be in the one-to-many segment? Has this changed since you implemented the model?
3. What is the desired outcome you were striving for with your one-to-many segment? Is it expansion/upsell, increased adoption, identifying new stakeholders, preventing churn? All of the above?
4. What role does email automation play in your one-to-many model and how do you map out the engagement touchpoints?
5. Have you ever had success with cohort webinars and open office hours? What has worked and what hasn't worked?
Looking forward to the responses!