Circles of Success - Pulse 2017 - 1:many Customer Success

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During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community.

One of the topics we discussed was 1:many Customer Success. Here are a few of the questions that we discussed:

  1. How are you structuring your proactive touch points? What challenges have you seen in this structure?
  2. How do you scale client growth with limited CS resources using best practice techniques and technology?
  3. What is a good cadence when reaching out to customers who are low touch?
  4. How do you collaborate with internal teams such as Marketing, Technical Comms, etc.
  5. What goals do you have for your team? How do you measure the impact of your 1:many program?
  6. How do you integrate training into a 1:many strategy (what should you charge for? what's critical to renewal?)
  7. How do you establish the responsibilities between CSM and other customer facing teams (e.g. Customer Advocacy)?
  8. Are there any tips or tricks for how people have re-used content from Marketing, Education, etc. that have worked well?
  9. What are the best practices to leverage automation in CoPilot? Should this tool be used as a marketing outreach tool?
  10. Does 1:many cap out from an effectiveness perspective? What are the types of solutions where this approach is most effective?
Please share your best practices on this thread to keep the conversation going (include the specific question in your post). Please also follow this thread if you're interested in additional Circles of Success activities related to 1:many Customer Success

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