The Startup's Guide to Customer Success: How to Champion the Customer at Your Company

We also included a list of the top ‘blockers’ to a customer’s activation and expansion with our product. For teams that didn’t interact directly with customers, this newsletter was their primary way to understand the customer experience.” Besides calls and an email distribution list,

resolved on first-contact, 22% of repeat calls involve downstream issues related to the problem which prompted the original call, even if the original issue was addressed well on the first call.

“We segment our customers based on customer size, so number of employees.

“Andy described the multiple players on the company ‘team’: engineering, marketing, sales, and services. Each plays a role in customer retention. At a product-driven company, Andy estimated the engineering team has about 60% direct influence on retention, as product quality contributes most directly to the customer experience. Sales

help our customers learn how to use Slido, we have three methods. One, we’ve tried to push as many of our training sessions as possible into group training webinars. Two, we just launched our in-app video academy which quickly shares how to use our key features. And three, we run Master classes in the cities with the highest concentration of custom

For example, the executive level user is going to have a very different usage pattern than a usual manager or leader and we’re starting to look at different usage patterns and different users and making sure that they are staying on track.”

they lacked the grit needed for the job. Others were off the charts in terms of hustle and empathy, but it would take a solid five minutes for them to get a point across. Finding someone

Most companies just look at deal value or customer size when segmenting.

segmenting your accounts based on sophistication when it comes to onboarding.