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March 19, 2020
How Market-Leading Customer Success Teams Are Responding to CoVid-19
By: SBI
CoVid-19 is creating an unprecedented situation. In the short history of Customer Success, we have not seen a crisis of this magnitude. Even those of us that are tenured, and have the gray hair to prove it, don’t have another work experience in our career that we can draw from and run the playbook. Please see this message from our CEO, Matt Sharrers, explaining how we, as a community, can come together to get through this crisis. Let’s examine three key changes that are happening concurrently.
Clearly, this leads to a lot of uncertainty, anxiety, and tension. Our clients have already received an email from anyone they have ever bought anything from spelling out their CoVid-19 response. They don’t need another one. What they want from their Trusted Advisors is well…advice. They need clarity and certainty for what they should be doing. They need insights from your CSMs on how to adjust their plans and workflows. We have established the Revenue Growth Help Desk, where you can get a response from a Revenue Growth Expert within 24 hours.
How are Market-Leading Customer Success teams cementing their Trusted Advisor status?
Conclusion
It is still too early in this crisis to have all the answers. Not all methods of protecting the base, reducing friction, and getting close will work. In order to learn the emerging best practices, please join our community “Inspire Others” where Revenue Growth leaders can safely collaborate. We look forward to the ongoing discussion. Please don’t hesitate to reach out if I can be of service. I can be reached at fred.penteado@salesbenchmarkindex.com
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