Contract flexibility options to discuss with your team | CS Leadership Office Hours
Gain Grow Retain2 Huhti 2020

Contract flexibility options to discuss with your team | CS Leadership Office Hours

In Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas. Here's a quick hit recap: Contract Flexibility

  • Levers available when talking with clients about account freezes or pricing reduction requests:
    • Contract Term Length
    • Discounts and Free Services
    • Evaluating Pricing Structure
  • Some objectivity during this time is still warranted as you enter contract negotiations. Looking at their industry, product usage data, and other analytic sources can help you understand if your customer truly needs you to be flexible for them, or they are taking advantage of the situation.
  • Most people are currently providing free services for a short amount of time, as long as they are able to lock in a full-term contract on the tail end of the free period.
  • Ensuring that team members are empowered with the necessary information for challenging contract discussion with clients is key. Investing in a dashboard that aggregates this data for them now will continue to be hugely beneficial once we are back to business as usual.
  • For organizations whose customers are in an industry that is heavily affected by these times, revenue will absolutely be reduced as customers are unable to pay. Consider working with them for a defined time, as it is better to retain the customer in the long term if the revenue is going to be leaving in the interim regardless of what action you take.

-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jaksot(295)

Scaling CS with Brittany Soinski of Loom

Scaling CS with Brittany Soinski of Loom

Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important. This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nat...

18 Joulu 202346min

Building Community/Business Alignment

Building Community/Business Alignment

This week, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into the...

11 Joulu 202352min

Scaling CS with Dan Ennis from Monday.com

Scaling CS with Dan Ennis from Monday.com

This week, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS. Starting with Dan's definition of scale, "Increasing the impact with cus...

4 Joulu 202346min

Scaling Customer Success with Nisha Baxi from Gong

Scaling Customer Success with Nisha Baxi from Gong

This week Jay Nathan is joined by Nisha Baxi, Head of Community and Digital CS at Gong to discuss the 5 questions that are often asked by companies who haven't implemented community. Why Community (Wh...

27 Marras 20231h 1min

10-Minute Trumpet: 3 Keys for Scaled Success

10-Minute Trumpet: 3 Keys for Scaled Success

This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well. Simple options such as education and t...

20 Marras 20237min

10-Minute Trumpet: 3 Layers of Education: Product, Business, Market

10-Minute Trumpet: 3 Layers of Education: Product, Business, Market

This week, Jeff Breunsbach takes a look at some important components of customer education: Product Learn what part of your product aligns with the customer needs Our customers don't need to utilize e...

13 Marras 20238min

10-Minute Trumpet: Having a Named CSM

10-Minute Trumpet: Having a Named CSM

This week Jeff takes a look at the impact of equating a Named CSM with quality service. With the current economy, having a named CSM is a luxury many companies are no longer investing. CS teams are no...

6 Marras 20238min

10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles

10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles

This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves ar...

31 Loka 20238min

Suosittua kategoriassa Liike-elämä ja talous

sijotuskasti
mimmit-sijoittaa
rss-rahapodi
psykopodiaa-podcast
hyva-paha-johtaminen
rss-oivalluksia-rahasta-elamasta
rss-rahamania
inderespodi
rss-lahtijat
ostan-asuntoja-podcast
rahapuhetta
oppimisen-psykologia
lakicast
rss-bisnesta-bebeja
rss-sisalto-kuntoon
rss-inderes
leadcast
mihin-sita-saastais
rss-rikasta-elamaa
rss-40-ajatusta-aanesta