There are a lot of concerns CS Leaders are working through. Here are the three top priorities from this week:
Ghosting Customers
How do we get our customers to show up to calls and other meetings that ultimately help them? Many leaders are working to prove the value so these become “can’t miss” for everyone involved.
Key Insights
- Make it easy – use short video clips and 1-pagers to move beyond the meeting (think movie trailer).
- Make it accessible – customers often want asynchronous data and information, so create content that helps them learn what they need to know with a meeting link to discuss further.
- Make it relatable – introduce customers to other customers who are using your product well. Let them collaborate and share information and insights.
Customer Advocates
We know that the best stories about our products come from those who are using it, but how do we make this more palatable for our customers? There is often a struggle to find users who are willing to allow us to tell their story to help promote our product.
Key Insights
- Rebrand – instead of asking a customer to participate in a case study, create an awards program. Customers are much more engaged when they feel they are being recognized for the work they are doing.
- Make it broad – include developers and other people on the customer team who impact the ability to be successful but often are not included in the story.
- Make it easy – build the reference yourself from your data and ask the customer to review and add edits. Don’t make it a heavy lift for them.
CS Ops Issues
When a CS tool is being implemented, getting buy-in from other departments can be critical to making it a success. How do we as leaders work with our peers to develop the value not only to us, but to them?
Key Insights
- Move fast – don’t for things to be perfect. Get some processes up and running and use the data gathered to share with others to promote collaboration.
- Build habits – as with any new process, you have to make it a normal part of the process. Work with your team to make these consistent and easy to incorporate, making it a component of tasks already being done.
- Don’t MacGyver it – while we often start with patching together existing tech to gather the data necessary, be working as quickly as possible towards bringing in a product to make it more efficient. This is where building fast and getting the data to prove value is important.
