Best Reengagement Strategy Award
Sponsored by Northpass
The Best Reengagement Strategy award recognizes a CSM who knows how to keep customers engaged.
Scenario: Our customers are busy. Changes in teams and priorities withour our customers organization can often result in a decline in engagement with your product.
How to enter: Share your most creative ideas for reengaging a customer who has gone radio silent.
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Kimber Plinski, Customer Success Manager, 15Five
A customer struggled to realize the time to value with 15Five in its first year of implementation. They felt overwhelmed with the platform and the work required, and were considering not renewing because they weren’t realizing the value they needed.
Kimber responded by showing them what had accomplished with 15Five, and offering them a strategy session on overall performance management. She then set up regular meetings to help the customer feel supported and get them back on track as they launched their first campaigns within 15Five. The customer went on to renew with 15Five and share excellent feedback about the product’s value and ease of use.
Leslie Dover, Senior Customer Success Manager, Red e App
Leslie had a long-time customer who was only utilizing a fraction of their product’s capabilities, resulting in minimal value.
Leslie requested an onsite meeting with the customer’s executive sponsors and administrative team, where she presented the product’s newest features and functionality in real-time. After the presentation, she allowed them to use the features for a set time to experience the benefits to their day-to-day operations. She also created a plan on how each week’s new reengagement effort would map out. Leslie’s efforts led to extra value and sustained success for her customer’s team, and a significant 40% increase in MRR for their account.
Aleksandra Boruk, Senior Director, Strategic Customer Success, isolved
To reengage with customers and drive retention and expansion, Aleksandra launched in-person roadshows covering over 50 cities.
The roadshows presented trends in the industry and how to improve HR maturity using isolved. They also included included customer success stories showcasing improved automation and enhanced employee experience. With an average of 40-50 attendees per event, Aleksandra’s roadshow initiative improved retention rates, uncovered expansion opportunities, and expanded relationships with customers keen to learn more about isolved and its value.