Ben Heavens, Vice President of Customer Success at GlobalWebIndex
Don't have time to listen to the full podcast with Ben? No worries!
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
Key quotes (play the relevant audio link to hear Ben expand on each point):
The biggest piece of advice I would give to anybody that's looking to implement something similar (i.e. one to many approach) is that it requires a lot of testing and evolving your approach.
You have to be 'on the pulse' the whole time, testing (your approach) and evolving your messaging. A massive other part of this process is continually getting feedback from your users and trying to capture information from them at various stages to make sure that the messaging that we're putting out is right for them and whether we helped them achieve their goals or not.
The inception of Customer Success at GWI...wasn't around churn mitigation or retention as historically we've had market leading retention rates (especially across our enterprise customer base) but based on growth.
You should be looking to implement Customer Success regardless of your retention or your churn requirements because you should be helping your customers to see the value of your solution and then retention and growth will look after itself.
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):