One of the hallmarks of Customer Success is the relationships you get to build with your customers, and that's the reason why the value of one-to-one communication is incomparable. But what do you do when scale necessitates a one-to-many strategy? Elakkiya Sivakumaran (via Userlane) combines knowledge from multiple experts on how to bridge the two.
Discounting is a slippery slope in CS, and one that many teams fall to. For the company, bad customer discounts create a massive headache. Done poorly, they reduce customer lifetime value, increase churn, and distract team. Learn from Remen Okoruwa of StatusQuota on how to use discounts to increase value.
This newsletter is curated by Alex Bakula-Davis for your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line at firstname.lastname@example.org!
Alex Bakula-Davis · 301 Howard St. · San Francisco California (CA) 94105 · USA