Customer Success Pep Rally 🎉 by Jennifer Ellegood https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib DIRECTIONS: These 7 Foundations provide practical ways to overcome common hurdles like scheduling struggles, low engagement, and product delays by focusing on authenticity, flexibility, transparency and smart use of technology. POST YOUR TEAM'S RESPONSES TO THE QUESTIONS BELOW. en-us 2025-06-02 19:43:54 UTC 2025-08-05 14:03:02 UTC hello@padlet.com https://padlet-uploads-usc1.storage.googleapis.com/2191543205/5b8a486ff803dbc7bff2289961949ed7/channels4_profile.jpeg jenniferellegood3 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3476580454 2025-06-02 20:01:50 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3476580454 jenniferellegood3 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3476581151 2025-06-02 20:03:08 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3476581151 jenniferellegood3 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3476581441 2025-06-02 20:03:37 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3476581441 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3513956982 2025-07-08 19:38:14 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3513956982 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3515024609 2025-07-09 16:09:48 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3515024609 Adding Value https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215022 It makes customers want to meet with us and receive emails from us.

]]> 2025-07-10 18:10:15 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215022 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215090 Setting clear expectations about meeting cadence to strengthen relationships.

]]> 2025-07-10 18:10:27 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215090 Group 2: Meet Customers where they're at! https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215162 Each customer is at a different place with their implementation, and we need to consider each customer's needs going into each interaction, meeting, communication, etc.


]]> 2025-07-10 18:10:41 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215162 Number 7: Engagement and communicative is highly important, even when its negative. When you have no communication and no data, that is a big flag. If you have an established close relationship you can make it through more challenging times. https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215216 2025-07-10 18:10:51 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215216 personalization https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215270 personal touches are so important!!!

]]> 2025-07-10 18:11:01 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215270 Look beyond product usage https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215797 2025-07-10 18:12:31 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215797 Adding value to every meeting https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215839 Customer time is so valuable, so we want to make sure we're discussing relevant topics to help them meet goals.

]]> 2025-07-10 18:12:39 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215839 Group 2. transparency https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215841 Being transparent - Using a challenge / negative to create an opportunity!


]]> 2025-07-10 18:12:39 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215841 If a customer is willing to meet or email back regularly, this show that we have a good partnership with! https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215848 2025-07-10 18:12:40 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215848 Outreach https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215872 How often are customers reaching out when they need something. If they have confidence in the relationship they could be more likely to reach out.

]]> 2025-07-10 18:12:45 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215872 Group 7 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215894 Meeting attendance (or responsiveness when they're truly double-booked)

]]> 2025-07-10 18:12:50 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215894 Group 3 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215928 Partnership Engagement - Are they responding to our emails? Showing up to our check-ins? Reaching out with questions?

]]> 2025-07-10 18:12:58 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516215928 Group 2. Meet Customers Where They Are https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216027 Adapting to the customer's needs cultivates a positive relationship. Customers are at different places in their implementations and developing an understanding of their needs helps build a strong rapport.

]]> 2025-07-10 18:13:10 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216027 Group 8 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216113 Amount of support tickets coming in

]]> 2025-07-10 18:13:19 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216113 Group 7 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216213 Does customer reach out directly with questions and needs or do you (as the CSM) hear about it from someone else?

]]> 2025-07-10 18:13:31 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216213 Being transparent and accountable https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216420 Sometimes things get really confusing and frustrating and THAT IS OKAY being open and honest will build trust with customers. You want your customer to be able to say, "Okay it's not perfect right now, but my CSM will support me through it"

]]> 2025-07-10 18:14:02 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216420 Being transparent and accountable. https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216770 Be real with the customer and allow your human-ness be seen, both in the effort you are putting forth as well as any possible glitches.


]]> 2025-07-10 18:14:41 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216770 District Level Turnover https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216991 Working with the sales team that typically has the most up-to-date info to communicate regular and pay that forward by reaching out when there are new contacts.

]]> 2025-07-10 18:15:22 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216991 Getting in the door https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216997 Getting customers to meet with us! Whether it's turnover, new CSMs, etc

]]> 2025-07-10 18:15:24 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516216997 Territory changes and customers who have had multiple CSMs https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217087 2025-07-10 18:15:43 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217087 Group 8 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217200 Putting actionable items in an email (for example: you have 300+ outdated courses, let's meet!)

]]> 2025-07-10 18:16:02 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217200 Group 2 - Customer Communication: 1. When they will reach out to you instead of the AE. It takes time to gain a customer's trust. 2. When the customer is willing to schedule meetings. https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217355 2025-07-10 18:16:32 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217355 Action Items https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217366 Give customers a REASON to meet with you by including a snippet of data, asking "when can we meet to talk about this?"

]]> 2025-07-10 18:16:35 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217366 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217385 Customers are willing to engage and give authentic feedback.

]]> 2025-07-10 18:16:39 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217385 Group 8 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217595 Putting images/examples of what the data would look like when we do meet

]]> 2025-07-10 18:17:08 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217595 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217727 Teacher buy-in on the program and willingness to engage during PD sessions and beyond.

]]> 2025-07-10 18:17:27 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217727 Group 1 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217834 Customers not attending regularly scheduled meetings. I like to send the district a reminder email with a "teaser". Sometimes this can be a sneak peak of data or emphasizing important or timely things that we need to discuss a day or a couple of days in advance. This typically results in attendance and meetings that provide value to my customers.

]]> 2025-07-10 18:17:44 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516217834 Customer Interactions https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516218026 Whenever I get a customer that had not been engaged to quickly reply to emails or return calls. I feel that's win!

]]> 2025-07-10 18:18:22 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516218026 Group 2 - Changing Territories: Building a rapport and trust - I have been accessible to my customers and tried to go above and beyond to answer questions, empower them, and help problem solve. Another thing this helps with is learning new product knowledge. https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516218292 2025-07-10 18:19:20 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516218292 Group 6 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516218657 Be intentional about personalizing your communication. Find opportunities to connect with customers to anchor our relationship.

]]> 2025-07-10 18:19:39 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516218657 Look beyond product usage as a relationship metric. https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219029 Something that came up during our group discussion reminded me of recent feedback from a district about the PL script frequently using the phrase “your district.” It made me reflect on how we communicate with our clients and the importance of language that reinforces partnership.

It might be worth considering how we can rephrase certain language to better reflect that we’re in this together—as collaborators rather than external observers.

]]> 2025-07-10 18:19:58 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219029 Point of Contact https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219116 Sometimes customers lean more towards their relationship with the AE rather than the CSM or PLS. Trying to reach out to them more, asking Sales to CC you on emails, requesting meeting check-ins, etc.

]]> 2025-07-10 18:20:09 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219116 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219286 Learning the back history of a customer can be challenging (Queue team). To combat that try to work quickly to get the right people involved to ensure issues are resolved quickly. Listening to concerns and reminding them we are here for them.

]]> 2025-07-10 18:20:39 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219286 Phone calls! https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219527 Calling an admin that you can't get ahold of via email

]]> 2025-07-10 18:21:28 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516219527 Group 6 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516220451 Responsive to our communications.

They can help themselves and don't ask the same questions over and over.

]]> 2025-07-10 18:23:45 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516220451 AE relationships https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516220598 making sure the AE also lets you have that relationship with the customer

]]> 2025-07-10 18:24:13 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516220598 Group 6 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516220928 Inheriting an account that is unhappy with the product or their previous customer service. Listening more than I talk in meetings and leading with accountability and transparency.


]]> 2025-07-10 18:25:21 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516220928 Team 1 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516221003 Responsiveness. The customers who I have the strongest relationships with, typically respond to my emails, phone calls, and meeting requests quickly. Hearing about the district’s successes during meetings reinforces the strength of the implementation—demonstrating that collaboration between the CSM and the district is driving meaningful student growth.

]]> 2025-07-10 18:25:40 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516221003 Group 6 https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516221307 Sharing an agenda in the meeting invite with a hook or data teaser.

]]> 2025-07-10 18:26:33 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3516221307 🙋‍♀️Wendy Grider reimaginelearning https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3535993513 Contact me for all of your Professional Learning needs.


]]> 2025-08-05 14:02:09 UTC https://padlet.com/jenniferellegood3/ehfznhinvlhg3uib/wish/3535993513