Unlocking Success: Digital Customer Success Strategies for Small Customers
Donna Weber
I help high growth companies increase customer retention and grow profits | Top 25 Customer Success Influencer | Tea Snob
"Systemize the predictable so you can humanize the exceptional.” ~ Isadore, Sharp, the founder of The Four Seasons.
While digital Customer Success is a worthy destination for all customers, don’t limit it to your smallest customers.
Why it Matters
Most companies assume the smallest customers receive the least touch while providing a white-glove, high-touch treatment for the largest enterprise customers.
But sometimes your smallest customers need the most help.
That’s why digital Customer Success is not a segment.
Your smallest customers often don't have the teams and the resources that larger customers have to be successful with your solution.
Leverage AI and digital Customer Success to deliver the repeatable and then focus on what’s unique for each customer with the exceptional.
Dive deeper
Read my article on Hybrid Customer Success. https://taskray.com/the-high-touch-vs-tech-touch-debate-is-over-its-time-for-a-hybrid-approach/
Just a guy who loves Customer Success and L&D | Co-founder of CS Insider & EDU Fellowship
2 个月Your insight on supporting small customers is spot on, Donna. In your experience, what strategies have you found most effective in providing help to smaller clients along their journey?
Customer Success Experience | Driving Client Retention and Growth | Digital Health | SaaS | B2B
2 个月I love this! Small customers need the extra tender love ?? and care to increase retention so there goal to become a large enterprise customer is a breeze.
Strategic Advisor | Product Training | Customer Education | Customer Success | Sales Enablement | Software Productivity
2 个月"Systemize the predictable so you can humanize the exceptional." Whoever said it - Donna Weber thank you for reminding us. Great advice here.