Customer Success Leadership Community

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!

• We had 3 of our Executive Team members run this to show our customers we were "serious"
• We spoke with a cross-section of customers and a cross-section of stakeholders -- we didn't focus on any given role, but moreso let our CSM team help us find the key stakeholders
• ​We had our Executive Team fill out a 5 question survey after each call to help consolidate findings...4 of the questions were numerical on 1-5 scale about their experience, etc. The last question was open-ended for key notes or points that were prevalent in the conversation
• It didn't help as much with the customer journey as it did with us finding gaps in the customer experience -- really showed us where to focus our time/energy in the several months. 

Objective: Understand broad business context and priorities

• On your next board update presentation, what are the bullet points you're most focused on / concerned about?
• What do you think your board chair or owners are most concerned about?
• What does your organization need to get better at in the next 12 months?
• If you had a free hour with an industry leader, what would you ask them?

Objective: Understand the role our product plays in their organization

• If we went away tomorrow what would you lose?
• If another competitor called you tomorrow what would you do? 1 – 5 (take the call)
• What does your team say about *Brand* when we're not around?

Objective: Understand our gaps and where we can improve

• • What would make you a customer for life? (Look for gaps in our offerings & delivery)
  • If I took away every tool and resource you have, which one would you beg me to have back? (Helps us understand what's truly a priority and strategic to them)
    • Why did you say what you said? Why did / didn't you say *Brand*?
  • What's the biggest surprise you had in the first six months of working with us? (Identify where misalignment exists between GTM messaging and customer outcomes)

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!

• We had 3 of our Executive Team members run this to show our customers we were "serious"
• We spoke with a cross-section of customers and a cross-section of stakeholders -- we didn't focus on any given role, but moreso let our CSM team help us find the key stakeholders
• ​We had our Executive Team fill out a 5 question survey after each call to help consolidate findings...4 of the questions were numerical on 1-5 scale about their experience, etc. The last question was open-ended for key notes or points that were prevalent in the conversation
• It didn't help as much with the customer journey as it did with us finding gaps in the customer experience -- really showed us where to focus our time/energy in the several months. 

Objective: Understand broad business context and priorities

• On your next board update presentation, what are the bullet points you're most focused on / concerned about?
• What do you think your board chair or owners are most concerned about?
• What does your organization need to get better at in the next 12 months?
• If you had a free hour with an industry leader, what would you ask them?

Objective: Understand the role our product plays in their organization

• If we went away tomorrow what would you lose?
• If another competitor called you tomorrow what would you do? 1 – 5 (take the call)
• What does your team say about *Brand* when we're not around?

Objective: Understand our gaps and where we can improve

• • What would make you a customer for life? (Look for gaps in our offerings & delivery)
  • If I took away every tool and resource you have, which one would you beg me to have back? (Helps us understand what's truly a priority and strategic to them)
    • Why did you say what you said? Why did / didn't you say *Brand*?
  • What's the biggest surprise you had in the first six months of working with us? (Identify where misalignment exists between GTM messaging and customer outcomes)

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!

• Kick off "30 customers in 30 days" with our most difficult segment - our mid-market customers. I think I'll likely do a second round with our Enterprise customers at a later date
• Since I want to use what I learn to update our Customer Journey, I am thinking I'll have 50% of the customers be end-users, and 50% Managers/Execs
• Target 50% that are still in onboarding or their first year, and 50% that are 2+ years with us
• 50% "friendlies" and 50% known to be challenging/hard to engage

Feedback on my plan, or what you've seen work well would be most appreciated. How you organized yourself, if you included your CSM in the conversations, etc. 

Thank you!