Scaling customer success is something I am extremely passionate about. It is something I have built my career on, it is something that is so relevant in today’s economy, and it is now something that I have been awarded for! Just a reminder Scaled CS is not just for 1:many or tech touch CS. When I was informed by EverAfter that I would be making their Top 25 Most Creative Customer Success Leaders of 2023 I was ecstatic. There is a lot of work and time put into each and every customer success strategy and to be recognized for one of your strategies is really such an honor.
Honored to be recognized as EverAfter‘s Top 25 Most Creative CS Leaders for 2023 alongside Einav Rothschild, Subha Shrinivasan, Daphne Costa Lopes, Robert Vogel, Tripti Dubey, Stuart Balcombe, Boaz Gordon, Yair Bortinger, Kristin-Leigh (KL) Brezinski, Guy Rahamim, Dana Alvarenga, Marie Lunney, Michael Porcelain, Hannah Dean, Angie DeLaRosa, Tim Hill, Mohammed Alqaq, Dan Ennis, Ziv Peled, Bogdan Zhyguliovtsev, Brittany Casey, Brady James, Luke Ferrel, Seth Dovev, Boaz S. Maor, Irina Smirnova, Stijn Smet , Gemma Cipriani-Espineira, Hannah Gordon, Delia Visan, Jyo Shukla, Chad Horenfeldt, Tyler Wonderlic, Gil Gorni, Kristi Faltorusso, Danielle Zimmerman, Kristin, Raman Bindra, and Julie Fox.
This list of exceptional CS leaders has set the bar very high and their creative plays are truly unique. If you are looking for some inspiration as to how you should be building out CS in 2023, take a look at all their playbooks here.
Creating personalized yet automated bite-sized content to engage with executive sponsors who can’t attend EBRs
The creative play that won me the Top 25 Most Creative Customer Success Leader Award for 2023 had to do with creating short-form video content in customer success for your executive customers that do not have the time to sit in an Executive Busines Review.
The challenge
Executive Business Reviews have been a key for growth at Karbon. They can be difficult for customers, especially executive sponsors, to make time to participate in them. Knowing their usage, upcoming road map and how to better utilize our product is key. Despite the known correlation between customer engagement and product usage, it has been tricky to get customers involved. Anika team has started using short-form content to engage customers who are not responsive to their quarterly business review (QBR) calls.
The creative solution
Automated yet personalized engaging content for customers who haven’t interacted with their QBRs before. This included short videos (under 90 seconds) and two-sentence emails with personalized reports based on relevant metrics for the customer. They also included human interaction in the digital environment, with emails containing a link to a video and their community.
The outcome
33% increase in executive sponsors joining Karbon’s QBRs. Using digital but personalized CS content, they were able to engage even with their high-touch customers and drive better, more effective use of time for these customers. Admins could also share their best practices and tips with their peers.
Continuing to innovate and striving to move the customer success profession forward is not only important but critical as companies think about what lies ahead during a recession. I am amazed reading through all the stories and playbooks by these amazing leaders as they continue to be creative with how they are driving customer success forward.
This is truly a milestone that would not have been possible without my team’s support and the support of this amazing customer success community. Thank you to everyone! Is there anyone that is not on the list that you think is a creative leader in customer success? Let me know your thoughts in the comments below.
