Feedback for the number of touches post go-live
Ashley Wagner
Member Posts: 3 Navigator

Hi All!
I am putting together our post-go-live process for customers. Once they are done onboarding, when should we connect? Here is something I put together, quickly. Working back down from 360 days.
365 days - Sign the contract
310 - Done with onboarding
295 - Post-Go-Live Review
265 - NPS
260- Check-In, Stats, Success Metrics
180 - NPS
176 -Check-In, Stats, Success Metrics
90 -NPS
85 - Check-In, Stats, Success Metrics, Continue for another year?
60 - Confirmed renewal for contracted and non-contracted renewal
0 - Signed contract (non-contract) or confirmation on contracted renewal.
Repeat
Would love your thoughts!
I am putting together our post-go-live process for customers. Once they are done onboarding, when should we connect? Here is something I put together, quickly. Working back down from 360 days.
365 days - Sign the contract
310 - Done with onboarding
295 - Post-Go-Live Review
265 - NPS
260- Check-In, Stats, Success Metrics
180 - NPS
176 -Check-In, Stats, Success Metrics
90 -NPS
85 - Check-In, Stats, Success Metrics, Continue for another year?
60 - Confirmed renewal for contracted and non-contracted renewal
0 - Signed contract (non-contract) or confirmation on contracted renewal.
Repeat
Would love your thoughts!
0
Comments
-
Hi Ashley,
I would like to answer this from a slightly different perspective, hope it would be okay.
Firstly, the touchbases/meetings are mostly directly proportional to the $ value (primarily) of the client, followed by how escalated the customer is, risk percentage, and whitespace opportunities available.
We usually qualify customers based on above into high-touch, moderate, and low-touch bands (not exact terms).
High-touch customers (usually higher $value) - regular QBR's, Bi-annual or Annual review meetings, and for some monthly meetings as well.
Otherwise, as you already mentioned, the discussions for renewal would usually start 1-3 quarters prior to the renewal dates. (again depending upon the $ value, risk/health, and other factors).
Hope it make sense.
Moderate - QBR's or Annual review meetings
Low-touch - Annual or Bi-annual review meeting
Ofcourse, the purpose and stakeholders of each meeting would be different - Monthly meetings would be mostly tactical level with admins. QBR's would involve next level managers, and annual reviews are meant for goal settings, strategy review with CXO's and decision makers.
0
Categories
- All Categories
- 130 GGR Cafe
- 172 CS Conversations
- 959 CS Operations Conversations
- CS Org Conversations
- 205 CS Technology
- 648 Customer Journey
- 274 Digital CS (Engagement Programs)
- 31 Industry Insights
- 90 Metrics & Analytics
- 17 Value Realization
- 190 Strategy & Planning
- 15 Future Customer Success Professionals
- 7 Supporters of Gain Grow Retain
- 1 Gain Supporters
- 2 Higher Logic Vanilla
- 1 Totango
- 2 Grow Supporters
- 2 Catalyst
- 1 ChurnZero
- 4 Retain Supporters
- 1 Northpass
- Interested in Supporting Gain Grow Retain?
- Contact Us
- 17 Welcome to the Community
- 157 Job Board
- 173 Customer Success Leadership Community