Velaris

Getting customers involved in advocacy programs can be a game-changer, but how do you make it happen? Haig Kingston, Senior CSM at Deel, shares three compelling reasons you can use to show customers the benefits of joining your advocacy program. What strategies have you found effective in encouraging customer advocacy? Let us know in the comments! #CustomerSuccess #CustomerAdvocacy #CSM

Curious about how AI might shape the future of Customer Success??? Ben Hubbard CSM at Ashby, shares his predictions on the tasks and processes he wishes AI could automate, helping CSMs focus more on what matters most—building lasting customer relationships. #CustomerSuccess #AI #Automation

There’s a goldmine of insights in your customers’ communications, but extracting them has always been a challenge - until now ?? Velaris’ new Trending Topics feature uses AI to analyze all your customers’ communications (think support tickets, emails, Slack messages) to surface trends and patterns that you can use to: → Address bottlenecks in the customer journey → Troubleshoot technical issues → Inform your product roadmap → Report to senior leadership Learn more on our website: https://lnkd.in/dFWNWbfm

How do Customer Success Managers keep track of multiple accounts without dropping the ball? :thinking_face: The answer lies in multithreading—an approach that allows you to manage multiple customer relationships simultaneously by engaging various contacts within the same account. From building diverse relationships to tailoring communication and syncing updates, multithreading helps CSMs keep the momentum going and ensures a consistent experience for every stakeholder. Ready to get started? Start small and scale up—using the right tools can make all the difference. Curious to learn more about multithreading? Check out the link in the comments to learn more ?? #Velaris #CustomerSuccess #Multithreading

The Nightmare Before Renewal ???? What do you do when a loyal customer wants to switch to a competitor? We asked some CSMs how they would respond in this situation - and got some interesting answers. Watch for some tips on raising contracts back from the dead ???? #CSMHorrorStories #CustomerSuccess #Velaris

CSMs, we get it - having to convince a skeptical CEO can feel like coming face-to-face with the Grim Reaper ?? But don’t let fear get the better of you, because there’s always a way forward. Listen to how these CS leaders handle this ?? tricky ?? situation?? #CSMHorrorStories #CustomerSuccess #Velaris

If there’s one thing that can spook a CSM like nothing else, it’s a customer that’s ghosting them ?? We asked some CS professionals how they deal with ghosting - and here’s what they said ?? cc: Dana Pavel Katharina L. Aleksandar Stemberga #CSMHorrorStories #CustomerSuccess #Velaris?

When your customer data is scattered across spreadsheets and outdated systems, how can you make informed decisions? ?? StaySafe? faced this exact challenge – data fragmentation slowed down their team, making it hard to prioritize customer needs and focus on what truly mattered. With Velaris, they gained a centralized platform to view all customer data in one place. Accounts were easily segmented, allowing the team to uncover insights and spend more time on high-impact tasks. The result? A more efficient team with a sharper focus on customer success ?? #Velaris #CustomerSuccess #CustomerData

We often prepare for the wins, but what about when things don’t go as planned? Offboarding clients requires just as much care and attention as onboarding. Having a process in place ensures that relationships end on the right note, leaving room for potential future success. Here’s the offboarding checklist we follow to make sure nothing falls through the cracks – Link in comments ?? #Velaris #CustomerSuccess #Offboarding

?? It’s easy to think that your shiniest feature could be the best choice for a first win, but beyond being impressive, could it really lead to adoption? ?? First wins are a crucial part of onboarding – they show immediate value and encourage customers to keep coming back for more – but a lot of CSMs make the mistake of showcasing the wrong features. Ultimately, a successful first win doesn’t come down to how impressive a feature is, but whether your customer can see themselves integrating it into their daily workflows. So how do you make that decision? Irit Eizips’ First Value Delivery Framework helps CSMs navigate this challenge by focusing on delivering a meaningful, achievable outcome early in the customer journey. Rather than chasing after flashy features, it’s about identifying a first value that’s aligned with the customer's needs – something that will drive adoption and build trust for the long term. If you’re looking for a practical framework to improve your onboarding process, click the link in the comments ?? #Velaris #CustomerSuccess #FirstValue