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Andreas KnoefelEarly Adopter
I maximize customer ROI, and boost CS efficiencies and Net Revenue Retention

Most of our EBR's were remote even before COVID, but now of course remote has moved from optional to required. I have seen changes in both directions: Some customer exec's are so busy either thriving or surviving, and need reminders of the benefits they are still gaining from our solution. Even if that leads to a contract pause, contract(ion), or other slowdown, it is a dialog.

Other customer exec's are turning every penny so often they become copper wires, and do want to talk. Same converdsation based on value, but no challenges getting their attention. 

Discussion
Certfication
Scott Morgan
Customer Success Strategist

What value do you see in Certifications? An example is the Gainsight cert tests on best practices in the CS field. Thank you.

Answer
Intern
Andreas KnoefelEarly Adopter
I maximize customer ROI, and boost CS efficiencies and Net Revenue Retention

+1 on all the great ideas. Since an intern is not familiar with CS or your services, I keep these type of projects at a generic level, and use them also for new CS employess. A few more ideas:

  1. reach out to churned customers and see what drove them away
  2. interview newly minted and onboarded customers about their experience
  3. work out ideas to improve collaboration with Sales, Product, Marketing, Legal, Finance
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