Vitally asked eight Customer Success leaders: "How can Customer Success teams become more proactive than reactive?"
Skip to:
- 00:00 Intro
- 00:12 Implement a customer maturity model
- 01:18 Focus on account plans
- 03:41 Learn why some customers leave and others buy more
- 05:31 Be crystal clear on what success looks like to your customer
- 06:33 Make sure that there's time allocated to proactive work and that it's prioritized
- 08:23 Create self-service resources to answer common questions
- 09:21 Use reactive moments as an opportunity to provide additional value
- 11:50 Ask more questions to uncover customer needs
Featured in this episode:
- Kristin Biddie / Senior Director of Customer Success at Loopio
- Diana De Jesus / Founder of Strategic CS Labs
- Ed Powers / Customer Success Consultant
- Ola Ogungbemile / Customer Success Manager at PartnerStack
- Hannah Brotherton / Owner of Hannah Brotherton Consulting
- Céline Bocchi / Customer Success Leader & Advisor
- Dr. Mike Lee / Manager of Customer Success at Avalara
- Diana Vacca / Director of Account Management at NoRedInk
To catch future episodes of One Vital Question, subscribe to Vitally on YouTube: @vitally_io
