Customer Success Motions
Some good ways one can use a sales engagement platform like SalesLoft to execute proactive & reactive customer success motions:
Proactive
- Implementation (provisioning, configuration, etc.)
- Onboarding new users (initial & periodic)
- Value reviews (30-day check-in, monthly, quarterly, mid-contract)
- Usage/engagement/adoption (also appears in reactive but important here too)
- Training (refreshers; new features; etc.)
- Customer marketing: Best practices/tips & tricks/benchmark sharing
- Usage reporting
- Soliciting feedback (qualitative or quant CSAT/NPS)
- Renewal (incl. upsell & cross-sell)
- Event invitations
Reactive
- Unallocated (or maxed out) licenses
- Low engagement/usage
- Low (or high) CSAT/NPS rating
- Late payment
- Departure of champion or (key) users
- Excessive support tickets
- Users affected by service outage
- Users affected by security breach
- CSM change
Most relevant during:
PMF phase
GTM Fit phase
Scale phase
Most relevant for:
ACVs < $15K
ACVs $15K-$50K
ACVs > $50K
