Customer Success by Mehta Nick & Steinman Dan & Murphy Lincoln

Author:Mehta, Nick & Steinman, Dan & Murphy, Lincoln
Language: eng
Format: epub
ISBN: 9781119168300
Publisher: Wiley
Published: 2016-02-16T05:00:00+00:00

Low Touch

Remember when we used the phrase just-in-time? This law for the low-touch tier of customers is the perfect place to put JIT into practice. By definition, you can't afford to have regular calls or QBRs with these customers, so you are forced to live in a world where very few touchpoints are regularly scheduled and the vast majority are triggered at just the right time. The scenario I described above with regard to asking a customer to do a review is a perfect example and also perfectly applicable for all three tiers. On the negative side, let's say we survey our customers regularly, and we just received a below-average customer satisfaction score from one of them. I may use that as an opportunity to intervene with the customer and understand the details and follow-up actions via a phone call, or I might do that intervention only if the customer's health score is also below 70. Over time, you'll get better and better at knowing when to intervene and what your expected results in each situation should be. You'll gain knowledge anecdotally, but you can also apply data science where enough data exists, to help you refine your reasons and your timing for intervention.

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