When there is a New Feature of Product/Solution - Deepstash

When there is a New Feature of Product/Solution

Using the customer success software, when a new feature of the product arises, this is a great opportunity to reach out and ask to lend a helping hand.

By doing this, it helps show the feature's value in the initial calls, but don't make this call time consuming because most people don't have the time for that and are likely to not use the feature again.

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MORE IDEAS FROM How frequently should Customer Success Managers call up their customers?

If your customer purchased your product to achieve a particular goal “A” do but they’re currently only using 2 out of 10 of the main features needed to achieve the goal “A”, use your customer success software to compare actions between your customer and users with similar attributes.

You’re already using features 1 and 2. When customers within your same vertical also use feature 3, they’re able to achieve “A” just by expanding their understanding of how to use our product.

Show them a quick win and they’ll be more likely to pick that phone up next time you give them a call.

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Your customer signed up with particular objectives in mind but somewhere along the way they might have forgotten.

If they haven’t reached their desired result, then brainstorm a few ideas to help them achieve their goals with their existing investment.

This makes the conversation have more sense because it invokes trust and lets them know you care enough to not let their investment go to waste.

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The Duties of a Customer Success Manager

Customer Success Managers are responsible for developing a positive and trusting relationship with the client. This is a unique role that is a hybrid of customer service and sales.

When keeping up with your customer's value, it is important to communicate with them in a way that has sincerity. The results of your efforts to create value are measured in the customer's perception of that value.

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It's often difficult and risky to initiate an upsell conversation with a costumer out of the blue. It can be inconvenient and could cause in a loss of trust.

Instead of this, incorporate an upsell conversation into a current commercial engagement like a project renewal or an expansion. This way it won't feel forced or awkward.

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RELATED IDEA

In the world of software as a service (SaaS), the distance between the Product team and the Customer Success team may appear to stem from competing priorities.

However, a close-up look reveals that the interests of the two teams are very similar.

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Product and CS often fail to work together because of three key issues.

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The voice of the customer

Gathering customer feedback is an excellent first step towards customer-centricity. The feedback obtained is then converted into a strategy that the Product Manager must share with the team or the entire organization. This is commonly referred to as the Voice of the Customer.

Voice of the Customer is a term that describes your Customer’s feedback about their experiences with and expectations for your products or services. It focuses on customer needs, expectations, understandings, and product improvement.

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Prioritisation is a challenging problem

When building a product, brainstorming ideas, finding ways for improvement, and collecting feedback can result in many good ideas.

However, it can be challenging to prioritise the order in which you tackle those ideas for several reasons:

  • It's more satisfying to work on pet ideas you'd use yourself instead of projects with a broad reach.
  • It's tempting to focus on clever ideas instead of those that impact your goals.
  • New ideas are more exciting than ideas you're confident about.

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