We've Got An Event For That!
We're kicking things off with a huge thank you to our two phenomenal presenters from our most recent event, "We Got A Playbook For That", Marta M (Head of Customer Success, Americas at Gatekeeper) & Stephen S (Director - Customer Onboarding & Implementation at PartnerStack)!
In case you missed it, Marta defined what a playbook is, how to build a good one, and took us through a real-life example of using a playbook to mitigate churn risk. The presentation also included a template for building our your own playbook, which is incredibly handy for anyone looking to level up their current CS processes!
Stephen took us through PartnerStack's onboarding playbook and explained the benefits of bringing a "people-first" mindset & a consultative approach to the processes. He touched on the metrics used to define and track success, as well as some tactics for dealing with escalations from unhappy customers.
As a special bonus, we're including both presentations & the Playbook Template in this newsletter - think of it as a "Thanks for staying engaged!" gift to celebrate another month of our community going strong. (And also as a teaser for the kind of top-quality content you'll see at any of our upcoming events!)
Ask (foc)Us!
Hey all, I have been tasked with building a renewals team. In the past I have led teams where renewals were simply owned by the CSM as part of the full lifecycle. Anyone have experience with just running a team focused solely on the renewals? Any advice would be wonderful!
Renewals can bring about the most joyful or the most stressful memories for anyone working in Customer Success, and defining who owns them within your team is a crucial part of any growing CS function.
Whether renewals are something owned by your CSMs or a separate, designated 'Renewal Squad' (I have not copyrighted the name, so I encourage as many teams as possible to adopt this as their official title), the most important thing is to make sure that the customer has a smooth, frictionless experience. They should know who to go to for questions or support, and what their next steps are!
(I've also heard that Star H, Chief Customer Office at PartnerStack & Founding member of the CS In Focus Community, will be talking at Pulse 2022 about renewals - you definitely don't want to miss out on this one!)
Have any thoughts on handling renewals? Feel free to add your insight to the post here!
Hi guys! How do you keep your customers engaged during onboarding training so you know they are not passively listening, and are also getting hands-on experience? At one point in training, I'll ask someone to share their screen- but it's not getting at everyone, and I'm not sure if it feels natural... Suggestions appreciated!
The struggle to keep customers interested and engaged is something I'm sure we can all relate to - especially during the onboarding process. How can you tell that the information you're trying to deliver is being received?
If you're handling onboarding virtually, you can use tools like Zoom Polls to issue small quizzes through training; have customers share their screen while you guide them through a configuration so they get that hands-on-experience; keep things conversational and personable (where possible) to create a human connection; send enablement materials before & after the sessions to ensure they have assets they can revisit!
If you have any other tips or tricks on keeping customers engaged during onboarding, feel free to add them here!
Job Opportunities
Ingram - Gainsight Administrator
We are hiring a Gainsight Administrator, that will have their mind focused on driving value for customers across their lifecycle by configuring workflows as a member of the Global Customer Insights and Enablement Team.
Vidyard - Multiple Customer Experience Roles Open
Whether you have a technical background and love solving problems, or pride yourself on creating meaningful relationships and strategic partnerships with customers, there might be a role for you!
Klue is looking to hire its first-ever Engagement Manager to lead our most strategic implementation projects with Tier 1 Customers.
PointClickCare - Customer Support Specialist, Technical Integration
As a customer facing support expert, you will be solution focused and service oriented to advocate for the customers when working or escalating high priority cases and issues.
Upcoming Events
Our next event is focused on driving change in the customer journey by using an operating model to identify who your sales team should be selling to!
Join our phenomenal speakers, Star H (Cheif Customer Officer at PartnerStack) and Selena R (Revenue Trainer and Coach at Winning By Design) as they lead us through an example of this practice, and leave us with some tools to try it out ourselves.
Registration is free and spots are limited, so don't forget to register below to save your spot!
Where: 111 Peter Street, Suite 900, Toronto, ON
When: Wednesday, November 23rd, 5:30 - 7:45 pm EST
If you have suggestions for future events or topics you would be interested in learning more about, please send them to askus@csinfocus.com!
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