Jeff Tostado, Senior Director of Professional Services at ServiceSource
Don't have time to listen to the full Customer Success Conversations podcasts? 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 Jeff expand on each point):
The subscription model allows the customer easy entry and exit into your product and so you have to make sure that the customer is being taken care of from day one.
Looking at the customer health-side first, make sure that you’re evolving – just like your business. Start out simple; look at key events within the first year that the customer must achieve as part of the customer journey.
As you get further into the customer journey (e.g. second year) it should be more focused on expanding and maximising.
The main things I like the CSMs to focus on are on-boarding, healthchecks, the renewal event and then anytime there is a cross-sell or an upsell opportunity.
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):
