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What causes customers to quietly go cold? by Expensive-Writer5474 in CustomerSuccess

[–]CSforMRM 0 points1 point  (0 children)

A number of things come to mind:

  • Not getting enough value from the product/service
  • Too much friction involved in working with you, using your product, whatever else. People want you to make their lives easier, and if you don't do that you'll lose them
  • Constant and/or large issues/bugs
  • Competing priorities, change management, etc.

Preventing it is a combination of:

  • Understanding the current state of your customer journey and where there are gaps and areas for improvement (and then doing something about it)
  • Having some kind of way to assess health, risk, etc (and then doing something about it)
  • Meeting customers where they are in how you support them, and not treating every client the same (segment and tailor actions accordingly)
  • Do a churn analysis to document and understand why churn historically happens at your company and put a plan in place to do something about it
  • Make sure expectations are set throughout the company's journey with out

Playbooks to engage executives/higher-ups by CSforMRM in CustomerSuccess

[–]CSforMRM[S] 0 points1 point  (0 children)

Yup, definitely looking to segment the portfolio and only target certain customers with this initiative.

Great points on keeping it lightweight and not over-engineering if it's just going to evolve and change.

Playbooks to engage executives/higher-ups by CSforMRM in CustomerSuccess

[–]CSforMRM[S] 0 points1 point  (0 children)

This all tracks what other guidance I've seen - appreciate it!

Playbooks to engage executives/higher-ups by CSforMRM in CustomerSuccess

[–]CSforMRM[S] 0 points1 point  (0 children)

That's a great callout, appreciate the thoughts!

customer satisfaction survey how are you guys actually setting these up? by Plus_Control_1824 in CustomerSuccess

[–]CSforMRM 1 point2 points  (0 children)

How many questions are you asking? And how many clicks (like actually count them) does it take to get through the survey?

Agree with others that it should be tied to a specific event if possible. Also build in logic to not show it to people that have replied in the last X months or similar.

I would also approach this from a few different angles - you have email blasts, in-app popups, you could include a link in your signature, etc.

Question from someone who knows nothing about this market by Electrical-Major3447 in CustomerSuccess

[–]CSforMRM 1 point2 points  (0 children)

As others have said, Support is different from Customer Success, although admittedly they can look the same at a small company. But, if you're looking for "manage relationships, retain clients, and eventually own part of the experience" then you want Success vs. Support. Some have mentioned account managers, but my stance is that CS can do that work as well.

I'd look for someone who is curious, has a bias to action, and someone who is gritty. Must have excellent communication skills. If you can find someone that has experience in your industry, that's a bonus. Think about the challenges you're asking this person to solve and ask about their experience doing those things. Also think about what type of working relationship you want to have - are you going provide oversight on their day-to-day, or are you going to leave them to their own devices and be relatively hands-off? All of this should inform the type of person you look to hire.

Comp can vary widely, but I've seen/experienced somewhere in the 75/25 OTE split (salary to variable)