| The Evolution of Customer Success | Work Smarter, Not Harder | QB your QBR | Accept the Churn Challenge |
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What is on-premise?
Prior to subscriptions, companies would spend thousands or millions of dollars on these types of systems.
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What is a customer health score?
Data driven representation of your customer into one number.
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What is adoption or continuous value?
The stage in the customer journey where QBRs are recommended.
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What is churn mitigation or churn management?
The best way to manage this risk is to create key touch-points within a customer journey.
*** TRIPLE JEOPARDY *** |
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What is a subscription model or Saas?
This model allows customers to pay-by-month and makes switching less expensive and easier.
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What is high touch, low touch, and no touch? Will also accept "what is pro-active, just-in-time, and automated"?
The 3 categories of client touch frequency.
*** DOUBLE JEOPARDY *** |
What are differentiated/sticky features?
Features unique to your company.
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What is a playbook? are playbooks?
The plan you follow when a flag is triggered
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What is are Seed, Series A, Growht, Pre-IPO, or Public?
2 of the stages in the progression of a company's lifecycle.
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What are (any 3) Services Package, Client Size, Location, License Count, Strategic Value, MRR?
3 indicators to help you define the appropriate customer journey.
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What is (1) sweeten the experience, show them how to save/make time/money (2) Create a sense of responsibility, scoring (3) Lay the foundation, success plan
One of the 3 slides to include for your QBR.
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What are (1) Key-user turnover (2) Under-utilized
(3) No Usage (4) Low Adoption (5) Code Red (6) Low Core Feature usage (7) Low Onboarding Score
3 of the triggers/flags for "At-Risk"
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