Question

Customer Success Strategy

Forum|Forum|4 years ago
February 4, 2021
3 replies
85 views

ebowlie
Contributor ⭐️

Dear Community,

I am in the process of building a new Customer Success Strategy. As everyone knows it’s not an easy task. However, I was hoping those apart of the community can share your strategies or point me in the right direction to discover more details. Why? I realize not one strategy fits all. I wanted to see how others have designed there Customer Success Organizations to help validate I am moving in the right direction.

Thank you in advance for your consideration and assistance.

Regards,

Eric Bowling

Director Customer Success

Elixir Technologies

eric_bowling@elixir.com

805-648-9182

+2

dan_ahrens
Expert ⭐️⭐️⭐️
Forum|Forum|4 years ago
February 26, 2021

Hi Eric,

Sorry for the late reply here. What kinds of strategies specifically are you looking for? Customer engagement model, staffing ratios, segmentation, others? We have some great content in our Resource Library and Blog Post archive. And if you provide some more details on what kinds of help you are looking for, we can provide some more specific guidance too.

VP of Customer Success at Forcepoint

Like

+5

lane_h
Helper ⭐️
Forum|Forum|4 years ago
March 1, 2021

@ebowlie To Dan’s point, there are so many areas where you can start. One of the first places I like to consider first is the “Moments of Truth” your customer has with you and your product. Think about the moments they have to invest a significant amount of emotional energy. Those will be the areas you will want to build out your playbooks around.

TSIA has a great State of CS report which will also probably trigger some ideas for you. I’m happy to jump on a call and discuss with you if you’d like.

Director of CX and Scale Programs

E