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RE: Types of proactive value-added outreach

Hi Brooke, I would check with your Support team. If they do post-incident surveys, you can review for trends (low scores, key words in the comments, multiple cases from individual end users, etc.) and then leverage those as a reason for the CSM to reach out. Even without surveys, you can look...


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RE: Types of proactive value-added outreach

Brooke, you have to find "disruptive" ways to penetrate the customer's busy schedule and cluttered brain. Try having a C-level exec at your company send a personal email asking for 30 minutes to learn about the customer's business and see how things are going. This separates the outreach from...


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RE: Types of proactive value-added outreach

I like the ideas offered so far, but perhaps I can ask a separate question. Why do you want to have this engagement? If customers like to "set it and forget it", what are you trying to change via this engagement? Is your retention poor/could be better? Are you trying to upsell? Do you have ANY...


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RE: Types of proactive value-added outreach

Are you able to provide and share anonymous benchmarking metrics (e.g., overall or by industry)? This may give your clients a comparison as to how they're doing as well as provide opportunities for change/improvement. -- Stacy Brown VP, Customer Success SiteCompli --



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Realizing value for long term clients

Hello CS Experts. I am working on developing success plans and primary objectives for the buildout of my Success team. I understand how early in the tenure of a client there would be several key objectives that can be realized over a year or more. However, what do you do in terms of...


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RE: Creating an Idea Board

Hi @Milivoje Jokanovic Our product team uses Productboard to manage our product's roadmap.​ One of their features that I love is the ability to have a section where it's possible to allow users to submit ideas, see other users' ideas, upvote them and have a conversation around ideas. We have...


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RE: Community Incentives

Hi Katherine, I am just starting to look at my first community and discovered this podcast on community building & management - it is well worth a listen! https://ib4tl.fm/ Look at Episodes 5-7 to help wit your questions. -- Matt Myszkowski VP, Customer Experience EMEIA Cision --


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RE: Types of proactive value-added outreach

Does your company have a podcast, blog posts, or other material that you can offer as a value-add? Or any industry-related information? A simple "I thought this might interest you." could open a conversation. How about a general FAQ document that could be shared? Or anything for new employees...


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RE: Community Incentives

Hi Katherine! You could reward: Community anniversary dates (anniversary of when the user joined) Number of logins, such as 10, 25, 50, 100, 500 as an example Completion of A big factor will be the functionality and reporting you have available to you on the platform you host your...