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Depends on which point in the journey and what the trigger is, but generally the goal is to drive engagement - using the portal/data, attending a training session, offering feedback, etc. ------------------------------ Wyatt Taylor Wood Mackenzie ------------------------------

Smart! ------------------------------ Brian O'Keeffe Digital Engagement Manager Egnyte ------------------------------

What's your goal? I would want to know that before offering suggestions or best practices. ------------------------------ Brian O'Keeffe Digital Engagement Manager Egnyte ------------------------------

I am trying to compile a list of CS productivity hacks, tools, or tips you might have .... Figured out a way to organize your customer emails in Gmail so you don't get overwhelmed? Please share. Have a cool (free) chrome extension that has made your life as a CSM (or CSM leader) infinitely more enjoyable? Please share. Your team doesn't have a CS tool, so you hacked together an amazing excel spreadsheet to track your renewals? Please, please share. Figured out a way to share customer feedback with ...

Hi all - we're early stage CS and working on implementing automated engagement and tech touch journeys. Can anyone share any resources, best practices, tips, or examples of really effective email templates/formats for CS engagement? Even just principles or guidelines you use. I'm obviously trying to do some research on the latest in email marketing and working with our marketing team, but our intuition tells us we want CS engagement emails to be distinct from marketing generated content as customers ...

Hi @Hillary Feldt-- I would strongly recommend Six Sigma and having a basic understanding of statistics for anyone working in Customer Success Operations. Everything in business boils down to a set of interlinked processes (what Dr. Deming called the system), ​but surprisingly few in the software industry understand processes or how to systematically improve them. Several studies show that companies that adopt and practice continuous improvement outperform rivals by a factor of 2, so possessing ...

Hi Brady, You may want to check Zapier to automate the connection between the platforms. ------------------------------ Junior Brito Tribe Platform ------------------------------

Could you use the Campaign object in SFDC when they sign up on Zoom? I have yet to use CZ but do they have SFDC objects like Campaigns that you can sync with? That should get you what you want. ------------------------------ Chad Horenfeldt Director, Customer Success We are hiring! Check out the open roles: https://www.kustomer.com/careers/ ------------------------------