Gain Grow Retain Scaling CS with Dan Ennis from Monday.com
19 snips
Dec 4, 2023 Dan Ennis, Manager of Scaled Customer Success at Monday.com, shares successful methods for scaling customer success. Topics include shifting from 1:1 to 1:many, using data to identify priorities, developing asynchronous content, and the importance of focusing on effectiveness in customer engagement.
AI Snips
Chapters
Transcript
Episode notes
Defining Scale in Customer Success
- Scaling means increasing customer impact without a matching increase in human resources.
- It involves designing one-to-many engagements like office hours and asynchronous content to serve more users efficiently.
Use Office Hours and Async Content
- Commit to regular office hours as a scalable, high-impact way to support many customers.
- Develop asynchronous, data-driven content programs to proactively educate and engage customers.
Start Async Content Simply and Measure
- Start asynchronous content with existing email tools and simple campaigns for easy implementation.
- Measure open, click-through rates, and actual usage impact to improve effectiveness constantly.