In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in February 2022 about churn analysis. Brian LaFaille of Google kicked us off with a presentation and Q&A session.
Here’s the recording! And here is the slide deck. Brian mentioned additional slides about how to actually execute the transition to a pooled CS model, which you can see here.
Plus, participants shared some of their takeaways from their breakout room conversations:
- Working with customer data, and having reliable data, getting it right is often difficult
- We discussed leveraging a ticketing system (similar to support) to help with client experience in a pooled CSM model.
- Where some have the intention of getting off the phone and solving issues as quickly as possible, others are using the time on the phone for land and expand opportunities.
- A question to guide your efforts: is this scalable?
- Internal alignment
- Having a support team and resources to help give the customer valuable resources
- Defining the accelerators
- For measuring success when you don’t have a named CSM: sending surveys
- Modeling what leads to retention/growth, vs chasing churn after the fact
- Everyone likes cocktails by the pool!
