#customer-success

Design a 7-day user onboarding email drip campaign. Email 1: Welcome + Quick Win (Day 0). Email 2: Feature highlight with video tutorial (Day 1). Email 3: Use case story from similar customer (Day 3). Email 4: Tips and tricks for power users (Day 5). Email 5: Invitation to community/webinar (Day 7). Each email should have a single clear CTA, personalized greeting, and mobile-optimized formatting. Include A/B test variations for subject lines.

Develop a retention script for cancellation requests. Strategy: 1. Acknowledge their decision respectfully. 2. Ask open-ended question about reason. 3. Listen actively to their concerns. 4. Offer targeted solutions (pause subscription, discount, feature upgrade). 5. Highlight value they'll lose. 6. Present limited-time retention offer. 7. Make cancellation easy if they insist. 8. Request feedback for improvement. Never be pushy or manipulative.

Design a 5-email onboarding sequence. Email 1: Welcome and first steps. Email 2: Key features tutorial. Email 3: Best practices and tips. Email 4: Success stories and use cases. Email 5: Check-in and support resources. Each should: 1. Have clear CTA. 2. Provide immediate value. 3. Build on previous email. 4. Include help resources. 5. Be mobile-optimized. 6. Have personal tone. Set new users up for success.

Deliver strategic QBRs to enterprise customers. Preparation (1 week before): 1. Pull usage analytics. 2. Calculate ROI realized. 3. Gather customer feedback/support tickets. 4. Prepare personalized slide deck. Attendees: customer champion, economic buyer, your CSM and AE. QBR agenda (60 mins): 1. Welcome and agenda (5 mins). 2. Wins this quarter (10 mins): adoption metrics, business impact, user stories. 3. Challenges and solutions (10 mins): address any issues, show resolution. 4. Industry trends and benchmarking (10 mins): how they compare, what peers are doing. 5. Roadmap preview (10 mins): upcoming features relevant to them. 6. Strategic planning (10 mins): goals for next quarter, actions to drive more value. 7. Q&A and next steps (5 mins). Deliverables: deck PDF, action item list, schedule next QBR. Goals: increase stickiness, identify expansion opportunities, reduce churn risk.

Grow revenue from existing customer base. Qualify for expansion: 1. Health score green (high usage, NPS 8+). 2. Growth signals (new hires, funding, new departments). 3. Product usage indicating need (hitting limits, using workarounds). Expansion motions: 1. More seats (new team members). 2. Higher tier (need advanced features). 3. Cross-sell (complementary products). 4. Longer commitment (3-year vs 1-year). Touch model: 1. CSM identifies opportunity, introduces AE. 2. AE consults on growth needs. 3. Demo additional capabilities. 4. Provide expansion proposal. 5. Negotiate and close. Timing: QBRs, renewal conversations (90 days before), usage milestones. Tools: Gainsight for expansion signals, Salesforce for tracking. Expansion ARR often easier than new logos (50% higher win rate, 2x faster cycle).

Provide installation assistance. Guide: 1. Assess customer's technical skill level. 2. Provide step-by-step instructions. 3. Include visual aids (photos, videos, diagrams). 4. List required tools and materials. 5. Highlight safety precautions. 6. Troubleshoot common installation issues. 7. Offer professional installation option. 8. Provide support contact during installation. Make complex installations manageable.

Retain customers with lifecycle marketing. Stages: 1. Onboarding (welcome, education). 2. Activation (first value moment). 3. Engagement (ongoing value delivery). 4. Retention (win-back inactive users). 5. Expansion (upsell, cross-sell). 6. Advocacy (referrals, reviews). 7. Segment communication by stage. 8. Measure cohort retention rates. Use RFM analysis. Focus on high-value segments.

Integrate customer success insights into product development process. CS-Product collaboration: 1. Regular feedback sessions: weekly CS insights sharing. 2. Customer advisory boards: direct product feedback from key accounts. 3. Support ticket analysis: identify common pain points and requests. 4. Usage data sharing: product analytics + CS health scores. 5. Feature request pipeline: CS-driven prioritization input. Data integration: 1. Customer health scores: product usage + satisfaction metrics. 2. Churn prediction: combine usage patterns with CS signals. 3. Expansion opportunities: feature adoption gaps + CS relationship status. 4. Product-market fit signals: usage intensity + CS feedback alignment. Process improvements: 1. CS input in product planning: quarterly roadmap reviews. 2. Beta testing coordination: CS manages customer participation. 3. Feature launch communication: CS trains on new capabilities. 4. Success metrics alignment: product KPIs + customer outcomes. Tools: integrate customer data platform with product analytics, shared dashboards showing usage + satisfaction correlation. Success indicators: reduced churn, increased expansion revenue, faster time-to-value for new customers.

Reduce customer churn. Strategies: 1. Identify at-risk customers (engagement signals). 2. Proactive outreach before churn. 3. Improve onboarding experience. 4. Regular customer success check-ins. 5. Feature adoption programs. 6. Win-back campaigns. 7. Cancel flow optimization (save offers). 8. Address product gaps. Calculate: Churned Customers ÷ Total Customers. Even small reductions compound. Focus on high-value segments first.

Build customer success playbooks. Components: 1. Onboarding playbook (30/60/90 days). 2. Adoption playbook (feature usage). 3. Expansion playbook (upsell triggers). 4. Renewal playbook (health scoring). 5. At-risk playbook (churn prevention). 6. Champion building playbook (advocacy). 7. Segmentation by customer tier. 8. Success metrics and activities. Document best practices. Scale CS team. Proactive not reactive. Tie CS to revenue outcomes.