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Automation for High Touch Customers

Automation for High Touch Customers

April 4, 2024
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Author: Big Y

Table of Contents

* **Introduction**

* Welcome and introductions

* Agenda

* Poll: Definition of high touch

* **Shifting the way we view automation**

* Rick Adams: Automated CS is not lower quality CS

* Alley-oop analogy

* Poll: Have you attempted to implement automation in your CS process?

* **Real-time alerts and timely tasks**

* Example: Mineral Tree

* Standardizing processes and having repeatable processes in place

* Example: Inflow Communications

* **Being agile in customer success**

* Example: Customer hold up

* Example: Executive sponsor leaves the organization

* **Conclusion**

* Key takeaways

* Q&A

Article

Introduction

* Welcome and introductions

* Agenda

* High-touch customer success teams

* Shifting the way we view automation

* Real-time alerts and timely tasks

* Standardizing processes and having repeatable processes in place

* Being agile in customer success

* Conclusion

* Q&A

Poll: Definition of high touch

* How many customers are you all working with per rep?

* Less than 15

* 16 to 30

* 30 or more

Shifting the way we view automation

* Rick Adams: Automated CS is not lower quality CS

* Alley-oop analogy

* Poll: Have you attempted to implement automation in your CS process?

Real-time alerts and timely tasks

* Example: Mineral Tree

* Standardizing processes and having repeatable processes in place

* Example: Inflow Communications

Being agile in customer success

* Example: Customer hold up

* Example: Executive sponsor leaves the organization

Conclusion

* Key takeaways

* Automation doesn't have to be scary

* Arm your team with repeatable processes

* More assisted CS insights will lead to a better customer experience

Q&A

* How would you recommend utilizing email automation without feeling like we're spamming our customers?

* How do you automate your daily work?

Highlights

* Automation can help high-touch customer success teams be more proactive, provide deeper insights, and be more agile.

* Real-time alerts and timely tasks can help high-touch customer success teams stay in the know and be where they need to be with the background knowledge on their customers.

* Standardizing processes and having repeatable processes in place can help high-touch customer success teams be more efficient and effective.

* Being agile in customer success means having processes in place for unforeseen situations so that teams can quickly get back on track.

FAQ

* Q: How would you recommend utilizing email automation without feeling like we're spamming our customers?

* A: One way to do this is to use a tool like Churn Zero, which has a feature called "review required." This feature allows you to generate emails without sending them, so that the CS team can review them and add any customizations before sending.

* Q: How do you automate your daily work?

* A: I use a variety of tools to automate my daily work, including my CRM, email, and calendar. I also use a number of productivity apps to help me stay organized and efficient.

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