project around scaling
Melissa Logothetis
Member Posts: 22 Thought Leader
Hello everyone.
I was challenged in an interview with discussing how I would handle 45k customers. The product is mostly a self-service model. I know that automation will be a big player here. I wanted to see if there was anything else I should consider.
Thank you for your insights.
I was challenged in an interview with discussing how I would handle 45k customers. The product is mostly a self-service model. I know that automation will be a big player here. I wanted to see if there was anything else I should consider.
Thank you for your insights.
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Comments
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Hi Melissa,
I'd say that there isn't enough information to answer the questions well and that you need to dig more deeply. Possible questions:- What is their vision?
- What are their desired outcomes for the position and for their clients in order of priority?
- What is their business model?
- Is the position focused on Customer Success or is their a significant sales component?
Good luck!
Dave0 -
Hi Dave.
Here is more information. The company is a VOIP provider. They are a High volume, low ARR ($20 mo.), transactional type set up. The onboarding is primarily self-service. They currently do not have a CS function. The primary concerns are centered around retention as they identified churn from no/low usage as well as from non-payment. As the overall company has other products there is the potential for cross-selling into other divisions but I'm not sure that is the primary focus at the moment.
I don't want to get too deep in the weeds at the moment on this as I have a LOT of questions about the types of customers they have.
My initial thoughts are to automate the engagements with the customer. Have the customers segmented based on industry/size and provide content directed at them that is specific to their segment. Due to the team size (2 CSMs initially) perhaps have a qtrly focus on one segment around expansion. Types of engagements can include how-to videos, feature focus, and case studies.
Overall right now they are completely reactive in their contact with the customer so there is a desire to move to a proactive stance.
Hope this helps.
Thanks.0 -
Hi Melissa,
It sounds like their primary objective is to improve retention. The reasons for the churn are:- No usage / Low usage
- Non-payment (which is likely due to the no usage/low usage above)
I don't know the soundness of the linked article, but it seems to make sense. Part 2 of the article is about how VOIP providers might compete with these encroaching platforms.
Hope this is useful.
Cheers,
Dave
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THanks, I will take a look.0
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