I was wondering what kind of CS innovation you are considering these days to drive customer value and reduce churn. I wonder if anybody is leveraging any new technologies or trying any new processes.
@Jaime Farinos - We introduced a new framework called 'Dynamic Engagement' in 2019. The State of Customer Success 2020 takes a look at this in more detail. Also a few of the members will be discussing their version of this at the June 18 Virtual Summit. The Virtual Summit is titled The Next Level of Scaling in Customer Success, so it is right up your alley.
@Phil Nanus thank you for sharing the document and by the way, the summit today was a fantastic experience.
hello @Jaime Farinos : we're testing adding CS process to two other sources: 1- forecast growth based on consumption potential on the account (using information from LAND phase), turning it into CSMs KPIs; and 2- capturing new growth opportunities together with the account team to measure LTV of contracts.
Practically we are doing three things.
We are improving our support for specific use cases by providing guides across our platform (for skill and competency management) using Pendo.
We are designing a value calculator that will be used to track value promised and value delivered across the customer journey, as most of the customer journey is held by customer success (we hope) the value calculator is a critical tool for customer success which is playing a leading role in the design.
We are working to better understand the skills needed at each touchpoint by people at our company and at our customers.