The old way: one-to-one relationship-based customer success.
The new way: customer success + community.
Here are 6 tactical community ideas to get you started (you’re probably doing one or two of these already):
– A monthly newsletter
– Weekly, live office hours
– Topical small group roundtables
– Quarterly product advisory boards
– Expert webinars (featuring customers)
– Bite-sized, topical live product training sessions
Don’t nix *all* of the one-one-one customer calls; customers appreciate having a CSM, but…
CSMs, Account Managers and other customer-facing folks need programmatic support to make their work easier AND make customers feel like they are part of something bigger.
What customer community programs are you planning to implement this year?
View the original discussion on LinkedIn
