Digital touch Customer Success approach (1000+ customers)

Hi, TSIA community!

We are planning to set up an automated workflow (using the CSM platform) with no personal interactions. Our product portfolio does not have a usage statistics feature and it will not be possible to understand how products are being used on the customers' side.

Do you have any recommendations on the following:

  1. How to ensure that the customer has clarity on the Product, Solution and Services they bought from our company?
  2. How to understand the customers' goals and to ensure that they are following the plan to reach and achieve those goals?
  3. In general, how to gather feedback knowing that we do not have usage statistics?

Have anyone faced such challenges before?

Thanks in advance,

Pavlo

Answers

  • Steven Forth
    Steven Forth Managing Partner Founding Partner | Expert ✭✭✭

    I kind of think you need to fix the usage tracking problem first. We are having great success using Pendo for this.

    That said, I guess you are going to need some form of structured survey. Before you do that though, make sure you have a formal value model and know how it connects to your pricing model. Normally I would say 'know how how value, pricing and usage are connected, but ...

    Once you know that you can weave in surveys but ...

    Make sure the survey is designed so that taking the survey provides value to the person taking it. And keep the survey short and not too frequent (many people are feeling over surveyed).

  • Spencer Hancock
    Spencer Hancock Senior Member Success Manager Moderator | mod

    Hi Pavlo,

    I agree with Steven 100%; usage tracking is pretty much table stakes to develop a sustainable digital touch customer success strategy. With-that-said, if usage tracking is not available in your products current state, I think you'll need a strong onboarding process. I'd recommend working with your sales team to build a mechanism to capture your customers most critical reasons for buying your product. That will help you take action on Steven's survey recommendation. @Alex Vecino , @Kelsey Hunsinger, @David Bisciotti any insights on creating a digital customer success strategy with minimal usage tracking?

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