# data[].attributes.body
Customer Success isn’t about saving customers who are about to churn

-it’s about not letting customers get to that point in the first place.

Churn is a symptom

of an underlying disease; if you only focus on the

symptom, and not the disease, you’ll always have the symptoms to worry

about.

And the symptoms will likely get worse.

# data[].attributes.body
New customer
Sales trial
New users as an existing customer
New administration

# data[].attributes.body
Eric@pendo.io

# data[].attributes.body
-Product and cs both being held accountable to adoption metrics. PM's to their products and CSM's of pushing adoption of products built based on their request (1)
-Have the product management team sit through onboarding sessions to understand first hand from the customer (2)
-Assigning cost of inconvenience to product issues. Example: “This problem with onboarding is costing us $5k/month in labor to resolve for customers” (3)
-Recurring meetings w/Product + CS to review customer requests, supported by quantifiable numbers: $ on the table vs. $ lost if not developed/enhanced/deployed (3)

# data[].attributes.body
Take clients out to lunch to learn why they left us.

# data[].attributes.body
Do journey maps currently live in Gainsight?

# data[].attributes.body
CustomersFirstNow.com/Pulse18
Place to go for case studies, free journey mapping educational materials

# data[].attributes.body
What is the difference between a pain point/annoyance and a moment of truth where they are leaving you over this issue?

# data[].attributes.body
Proactive content push if a user is on a page too long.

# data[].attributes.body
Sales force lightening community

# data[].attributes.body
Do we have any data on the number of times a help doc is clicked on?

# data[].attributes.body
Bigger clients need more self-service...they hate waiting and/or having to ask.

# data[].attributes.body
You eat an elephant in small slices—wow-hang carpaccio. Develop content around what users are calling in to get step by step help.

# data[].attributes.body
When have good content in large form and then we break this down into smaller chunks...these atomic approach to content. “Micro moments” coined by Google

# data[].attributes.headline
I would love to give our user base an option to opt-into targeted email lists so that they can receive information . E.g. "Release Newsletter/Product Tips" - Right now we only send emails out to who we have in our contacts database. FYI- I talked to Joao and Dareck about this.

# data[].attributes.subject
I would love to give our user base an option to opt-into targeted email lists so that they can receive information . E.g. "Release Newsletter/Product Tips" - Right now we only send emails out to who we have in our contacts database. FYI- I talked to Joao and Dareck about this.

# data[].attributes.body
What is the customer expecting from us versus what do we need to get them to.

# data[].attributes.body
Clients choose to partner with those who are most likely achieve their

desired business Outcomes and churn if they don’t.

# data[].attributes.body
Start implementation with what they want to achieve and then beginning each touch with the client by evaluating how they are doing on this via a rubric and self scoring.

# data[].attributes.body
How to send reminders to clients without having to remind yourself. Could this be a part of Gainsight?

# data[].attributes.body
What aspect of your culture do you want to build or change? It needs focus and attention? Culture will lead to increased productivity, and more!

# data[].attributes.body
Book;Team of Teams

# data[].attributes.headline
LINK TO More Detailed Notes FROM THE ENTIRE DAY.

# data[].attributes.subject
LINK TO More Detailed Notes FROM THE ENTIRE DAY.

# data[].attributes.attachment_link.description
Create a new document and edit with others at the same time -- from your computer, phone or tablet. Get stuff done with or without an internet connection. Use Docs to edit Word files. Free from Google.