![]() ![]() In order to make the conversation very easy you want to build executive dashboards that highlight your key metrics and indicate progress that you’ve been making. This system enables your team to focus on the accounts that need help as opposed to only managing those with the largest account value.Įstablishing clear ways of measuring and communicating success is imperative to driving support for your team. Once you have the data and the customer journey mapped you can set up alerts for your customer base that allow you to address problems immediately as opposed to waiting for time based check-ins. Step 2: Implement an early warning system What path should the customer take that leads them to value and in turn renewal? What are the actions that lead toward churn along the way? Map your your customer journey: Taking the milestones and events that you learned, now you can spend them time defining the customer journey for each segment you identify. ![]() ![]() Segmentation will help you determine not only how your team interacts with customers but also how you evaluate their use of the product. major gaps that will require more time to solve.ĭetermine the right customer segmentation: You may already have segmentation in place, now is the time to determine if this is done correctly. Based on what you learned, what are areas that can be fixed quickly and make a big impact vs. Once you’ve taken stock of what the current situation is, it’s time to work on your action plan. In the first 60 days: Define an action plan What are the gaps that you need to address? There are lots of different ways to organize your team based on the complexity of the product, the roles and responsibilities, and the pay structure. These don’t need to be sales meetings but instead fact-finding missions for you to get a better understanding of what you do well and what you need to do better.Īnalyze your team: The first 30 days is your opportunity to get to know your team and establish their strengths and weaknesses. As the “new guy” you can ask more questions and get greater insights into what happened in these accounts. Meet your customers: Start taking time to meet with your customers, closed lost opportunities and even accounts who have just churned. It’s important to introduce yourself to their contacts because they’ll provide accurate and honest feedback that can be leveraged by your and your team. Identify your champions: These users can be relied on to provide you with anecdotal feedback and additional insights to your how these accounts are using your product. Are their key milestones and events that are indicators of positive or negative performance? Collecting these data points will help you hone in on what indicators your team should be using so they can proactively manage their customer accounts. Highlighting these early will help you build a plan to move forward.Īnalyze churned and happy customers: Take a look at the customers who’ve churned and renewed in the last 6-12 months to see what the data tells you about these groups. These could be issues related to onboarding, training, support, the product, your engagement model and process, anything. Identify problem areas: As you start reviewing where you are today, you will quickly see problem areas that need to be addressed. What is the status of these accounts, is there an immediate problem you have to solve for or is this a future concern that you can deal with down the road? Understanding where these customer stand will help you establish you immediate priorities. Step 1: Get visibility into your customer baseīuild a renewal map: Given that there is immediate revenue impact, renewals are important area to focus on. To do this you must understand the status of your customers base and as well as the health of these accounts. This a is the time to find any problem areas and establish where the team stands at the moment. In the first 30 days: Set a baselineĪs the new VP of Customer Success your first job is to understand what you’re walking into. I wanted to share with you some of the things you need to get done in your 30-60-90 days. Over the last couple of years I’ve worked with many Customer Success executives who have been in this situation. Congratulations! You’ve just been appointed as a new VP of Customer Success. ![]()
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