Customer Success Workshop by Rebecca Coleman https://padlet.com/rcoleman4/csworkshop Please add your notes under each column. We will be presenting this data in our IM meeting on 4/19/2018. Remember - if you feel like nothing in the class is pertaining to what we do - jump ship and go see something else. en-us 2018-04-05 15:25:02 UTC 2023-02-22 07:35:15 UTC hello@padlet.com Notes https://padlet.com/rcoleman4/csworkshop/wish/250477045
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.
]]> 2018-04-10 20:05:45 UTC https://padlet.com/rcoleman4/csworkshop/wish/250477045 Customize your on boarding experience https://padlet.com/rcoleman4/csworkshop/wish/250477356 New customer
Sales trial
New users as an existing customer
New administration

]]> 2018-04-10 20:06:48 UTC https://padlet.com/rcoleman4/csworkshop/wish/250477356 Health Score https://padlet.com/rcoleman4/csworkshop/wish/250477779 2018-04-10 20:08:17 UTC https://padlet.com/rcoleman4/csworkshop/wish/250477779 https://padlet.com/rcoleman4/csworkshop/wish/250487357 Eric@pendo.io]]> 2018-04-10 20:42:29 UTC https://padlet.com/rcoleman4/csworkshop/wish/250487357 Where to find more case studies https://padlet.com/rcoleman4/csworkshop/wish/250489893 CustomersFirstNow.com/Pulse18
Place to go for case studies, free journey mapping educational materials]]> 2018-04-10 20:51:03 UTC https://padlet.com/rcoleman4/csworkshop/wish/250489893 Top 3 Ideas from participants madato https://padlet.com/rcoleman4/csworkshop/wish/250490892 -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)]]> 2018-04-10 20:54:33 UTC https://padlet.com/rcoleman4/csworkshop/wish/250490892 Journey Map https://padlet.com/rcoleman4/csworkshop/wish/250492931 2018-04-10 21:03:07 UTC https://padlet.com/rcoleman4/csworkshop/wish/250492931 https://padlet.com/rcoleman4/csworkshop/wish/250494797 Take clients out to lunch to learn why they left us.]]> 2018-04-10 21:11:40 UTC https://padlet.com/rcoleman4/csworkshop/wish/250494797 Journey Maps https://padlet.com/rcoleman4/csworkshop/wish/250495022 Do journey maps currently live in Gainsight?]]> 2018-04-10 21:12:39 UTC https://padlet.com/rcoleman4/csworkshop/wish/250495022 https://padlet.com/rcoleman4/csworkshop/wish/250496034 What is the difference between a pain point/annoyance and a moment of truth where they are leaving you over this issue?]]> 2018-04-10 21:17:11 UTC https://padlet.com/rcoleman4/csworkshop/wish/250496034 https://padlet.com/rcoleman4/csworkshop/wish/250509923 Proactive content push if a user is on a page too long.]]> 2018-04-10 22:43:08 UTC https://padlet.com/rcoleman4/csworkshop/wish/250509923 https://padlet.com/rcoleman4/csworkshop/wish/250509952 Sales force lightening community]]> 2018-04-10 22:43:27 UTC https://padlet.com/rcoleman4/csworkshop/wish/250509952 https://padlet.com/rcoleman4/csworkshop/wish/250510236 Do we have any data on the number of times a help doc is clicked on?]]> 2018-04-10 22:45:39 UTC https://padlet.com/rcoleman4/csworkshop/wish/250510236 https://padlet.com/rcoleman4/csworkshop/wish/250510284 Bigger clients need more self-service...they hate waiting and/or having to ask.]]> 2018-04-10 22:46:02 UTC https://padlet.com/rcoleman4/csworkshop/wish/250510284 https://padlet.com/rcoleman4/csworkshop/wish/250510389 You eat an elephant in small slices—wow-hang carpaccio. Develop content around what users are calling in to get step by step help.]]> 2018-04-10 22:46:45 UTC https://padlet.com/rcoleman4/csworkshop/wish/250510389 https://padlet.com/rcoleman4/csworkshop/wish/250510648 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]]> 2018-04-10 22:48:47 UTC https://padlet.com/rcoleman4/csworkshop/wish/250510648 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. lpedroni https://padlet.com/rcoleman4/csworkshop/wish/250877590 2018-04-11 18:38:56 UTC https://padlet.com/rcoleman4/csworkshop/wish/250877590 lpedroni https://padlet.com/rcoleman4/csworkshop/wish/250879570 2018-04-11 18:42:31 UTC https://padlet.com/rcoleman4/csworkshop/wish/250879570 https://padlet.com/rcoleman4/csworkshop/wish/250922077 What is the customer expecting from us versus what do we need to get them to.]]> 2018-04-11 20:30:33 UTC https://padlet.com/rcoleman4/csworkshop/wish/250922077 https://padlet.com/rcoleman4/csworkshop/wish/250927543 Clients choose to partner with those who are most likely achieve their 
desired business Outcomes and churn if they don’t.
]]> 2018-04-11 20:54:31 UTC https://padlet.com/rcoleman4/csworkshop/wish/250927543 https://padlet.com/rcoleman4/csworkshop/wish/250934281 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.]]> 2018-04-11 21:28:12 UTC https://padlet.com/rcoleman4/csworkshop/wish/250934281 https://padlet.com/rcoleman4/csworkshop/wish/250934451 How to send reminders to clients without having to remind yourself. Could this be a part of Gainsight?]]> 2018-04-11 21:29:15 UTC https://padlet.com/rcoleman4/csworkshop/wish/250934451 https://padlet.com/rcoleman4/csworkshop/wish/250939254 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!]]> 2018-04-11 21:52:14 UTC https://padlet.com/rcoleman4/csworkshop/wish/250939254 6 Steps to Capturing Business Outcomes https://padlet.com/rcoleman4/csworkshop/wish/250939910 2018-04-11 21:54:38 UTC https://padlet.com/rcoleman4/csworkshop/wish/250939910 https://padlet.com/rcoleman4/csworkshop/wish/250944390 Book;Team of Teams]]> 2018-04-11 22:28:19 UTC https://padlet.com/rcoleman4/csworkshop/wish/250944390 LINK TO More Detailed Notes FROM THE ENTIRE DAY. nsandy https://padlet.com/rcoleman4/csworkshop/wish/253389549 2018-04-19 12:49:46 UTC https://padlet.com/rcoleman4/csworkshop/wish/253389549