What Customer Success innovations are on your roadmap?

Jaime Farinos
Jaime Farinos Founding Member | Scholar ✭✭

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.



Best Answer


  • Jaime Farinos
    Jaime Farinos Founding Member | Scholar ✭✭

    @Phil Nanus thank you for sharing the document and by the way, the summit today was a fantastic experience.

  • Carlos Alves
    Carlos Alves TSIA Administrator, Moderator, Founding Member | admin

    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.

  • StevenForth
    StevenForth Founding Partner | Expert ✭✭✭

    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.