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When Introducing a Complementary Feature
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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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 wa...
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251 reads
When there is Unachieved Desired Outcome of Product
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 ha...
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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 ...
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95 reads
When an opportunity for an upsell arises
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. Th...
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57 reads
MORE LIKE THIS
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 ...
The launch of a new feature
When you launch a new feature or module in your product, consider how the user will discover that feature and interact with it.
Your new feature must create an emotional response of "want to use it" in the user's mind.
The Story Strategy Blueprint
It ensures that the needs and wants of your customer remain front and center as you develop products and services and make plans to bring those ideas to life.
- Step 1: Story: Think about who the customer is beyond the basic demographic information. Des...
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