What's on your whiteboard for the next 30 days?
Here are things I'm going to be working on with some of our team members:
- Re-imagining the customer journey
- Launching our VOC initiative --> started with 50 customers in 50 days
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- Differentiated playbooks based on customer segment
- Understanding CS model of a company acquisition and how best to integrate
- Re-imagining the customer journey
- Launching our VOC initiative --> started with 50 customers in 50 days
1. Started search today for my first Customer Success Manager to join my team
2. Customer calls - jumping into calls introducing myself to learn more about our customers experience post implementation, what's going well, what kind of help/resources they feel like they need as I look to build out our CS org.
3. Digging into data to see if I can identify health and activity of current customers. Working to build out a foundation for a health score to start identifying customers at risk based on usage/upcoming renewals.
Fun times ahead!
-further streamlining process
-enhance internal team communication (implementing scrum for our small teams)
-leaning out touch points
In reality maybe the number is more like 15-20, and you can choose who. I think it's helpful to get a nice picture of cross-functional leaders' goals, challenges, projects they're about to complete, etc. The information you get will help inform what's possible while building your customer journey and what you do with customer feedback.
Hi Jeff – How are you selecting who to contact from the 50 customers – will you be taking a sampling approach of tiers, persona, product mix, relationship strength, etc? And do you already have an interview guide based on the approach that you'd want to share for community input? Generally, we find that requesting brief assessments (experience and outcome perceptions from the right people in the accounts at the right time), you'll get great insight into themes that you'd want to focus on in the interviews. That is, instead of using valuable customer time to try to identify the most important areas to discuss in the interview, could it be helpful for you to have the customer's assessment first, allowing you to identify broad themes around what's working/needs-improvement for a deeper-dive in the interview?
/Steve
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Original Message:
Sent: 8/31/2020 3:18:00 PM
From: Jeff Breunsbach
Subject: What's on your whiteboard for the next 30 days?
I'm quickly coming up with a laundry list of initiatives at Higher Logic as we've been onboarded.
Here are things I'm going to be working on with some of our team members: