August 2022 - Scaling CS - gaingrowretain
<main> <article class="userContent"> <div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6035665/uploads/OUQUUEEK6D8V/august-2022-cs-leadership-office-hours.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6035665/uploads/OUQUUEEK6D8V/august-2022-cs-leadership-office-hours.png" alt="August 2022 CS Leadership Office Hours.png" height="200" width="600" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>How do you do more with less? </p><p> The age-old question that haunts customer success leaders. </p><p> In a 1-to-many situation it can be difficult to find tactical ways to show just how a customer is doing. You have data, maybe a few emails, but that 1:1 relationship depth of knowledge is no longer possible.</p><p>So how can you continue to meet your customers where they are and help grow them to where they could be? </p><p> A few examples: </p><ul><li>Hosting Office Hours. Invite your customers to a meeting where the focus is engaging with each other – they're all doing the same role (or similar role). Let them commiserate in that – sometimes it is a benefit to be the host of the party. </li><li>Send short videos that drive a connection. These can be announcements about product updates, a quick tip, or other communication that would be relevant for everyone. A personal touch in a short period of time. </li></ul><p> After the introduction, the breakout rooms began, and participants discussed the following question: </p><ul><li>What is a successfully scaled CS program you have running? </li></ul><p><strong><em> Successfully Scaled Program Examples</em></strong> </p><ul><li>Journey Orchestrator through Gainsight </li><li>Not email as future for CS </li><li>Shared Slack channels with customers </li><li>Zendesk – first level of support and then transition to deeper level beyond that need </li><li>Management of overall tech issues must be triaged first, and then the CSM can go further </li><li>Fairly hands-on </li><li>CS owns communication </li><li>Should be in partnership with product and technology teams </li><li>Product board can be used to: <ul><li>Share upcoming product features </li><li>Allow for feedback before the release </li><li>Helps product pivot quickly </li><li>Allows customers to influence product direction </li></ul></li><li>Utilize macros for commonly asked questions, capturing aha moments, and identifying customer milestones that can be celebrated </li><li>Need to identify your customers <ul><li>$$$ from each customer </li><li>Behavior within the platform (helps determine how to reach them) </li><li>Identify your power users </li><li>Have conversations to help identify the personas at that organization <ul><li>Helps locate potential partners </li></ul></li></ul></li><li>Communities can be used to bring customers together <ul><li>Networks allow industry specific groups of customers to learn, share, and connect </li><li>Can build for mid-touch customers </li><li>Host documentation such as case studies, quick tips, instructions here for ease of access </li><li>Allow customers to engage with others like them</li></ul></li><li>Tech Touch QBRs – what are the open rates? </li><li>White glove service can be highly successful <ul><li>High touch 1:1 is sometimes the only thing that exists </li><li>Can still use scale techniques to maximize general communication, allowing more strategic conversations to be the focus of the 1:1 </li></ul></li><li>Office Hours <ul><li>Focus on answering questions </li><li>Ensure someone from product is available for immediate response </li></ul></li><li>Customer Success Portal <ul><li>Share videos about product implementation </li><li>Webinar sharing upcoming updates </li><li>Session covering roadmap </li></ul></li><li>Workshops <ul><li>Can be used to prepare customers for high touch times of year for scale support </li></ul></li></ul><p><strong><em>Outreach</em></strong> </p><ul><li>Quarterly <ul><li>Value added emails based on customer goals </li><li>Use video sharing appreciation for the customer </li><li>3-4 emails can have great open rates, but be sure to check the metrics </li></ul></li><li>Customer Marketing can be used to send out monthly usage reports <ul><li>Follow this up with Client Success Advisor contact </li><li>Can help with adoption through great content </li></ul></li><li>Creating communication templates and language in daily CS motions as a precursor to automating tasks </li></ul><p><strong><em>Digital CS</em></strong> </p><ul><li>Digital training </li><li>Social media </li><li>Software like Pendo can be used to track which products are being accessed by which client </li><li>Need to have clean data to ensure accurate customer segmenting </li></ul><p>----------</p><p>Jay Nathan is the CCO at Higher Logic, where he brings his experience in Customer Success by helping SaaS companies connect with their customer communities.</p><p>Jeff Breunsbach is the Director of Brand at Higher Logic, where his passion for developing a cohesive brand helps Customer Success organizations ensure their messaging is highly effective.</p><h2 data-id="pdf-version">PDF Version</h2><div class="js-embed embedResponsive" data-embedjson="{"url":"https:\/\/us.v-cdn.net\/6035665\/uploads\/36A2WX5LV2KN\/august-2022-office-hours-leadership-content.pdf","name":"August 2022 Office Hours Leadership Content.pdf","type":"application\/pdf","size":167473,"displaySize":"large","float":"none","mediaID":398,"dateInserted":"2022-08-25T17:10:25+00:00","insertUserID":1080,"foreignType":"embed","foreignID":1080,"embedType":"file"}"> <a href="https://us.v-cdn.net/6035665/uploads/36A2WX5LV2KN/august-2022-office-hours-leadership-content.pdf" download="" aria-label="August 2022 Office Hours Leadership Content.pdf"> August 2022 Office Hours Leadership Content.pdf </a> </div> <p><br></p> </article> </main>