Top25 Customer Success Influencer 2023 / Top 100 CS Strategist 2022, 2021 / Leader of post sales teams focused on customer success and experience / Speaker / Founder of ValueCSwithEmily
While not a scalable solution, having calls with your customer executives is a great way to get feedback and a finger on the pulse of the health of your business. Three questions to ask(that tend to fill a 30 minute call): - How is your experience with our product? What do you like? What isn't working? - How is the team supporting you? Are you getting what you need? - What are you focused on in the next 6-12 months? #ValueCSwithEmily #customersuccess #executiveengagement #customerfeedback
Customer Success Executive at JLL
2moThe feeds into the old adage of “quality over quantity” in my mind. While not scalable, these conversations can create lasting impacts on partnerships and extend average customer lifecycle. This is an area our team focuses on in business reviews with clients. At the end of the day I’ve always believed we should have 3-5 key relationships at our customer’s business that sit above middle management.