CX Platform Launch
Consistent workflows. Improved client relationships.
An Enterprise Client Success team previously managed accounts with no formal tracking mechanism. Leadership invested in Totango and needed to successfully roll it out to their teams.
Their challenges:
Employees manually tracked client interactions using a variety of tools including spreadsheets, project management trackers, calendars, and handwritten notes.
Lack of reporting prevented leadership from analyzing accounts performance and employee resource allocation.
Most employees did not previously use a CX tool and many expressed concerns of micromanagement.
My solutions:
Tiered based account mapping of CSM-led touch points.
Staggered platform launch plan rolling out features incremently to enable teams to adopt. Plan including the following activities:
Instructor-led training
Office Hours
Internal Wiki
Teams Channel
Weekly communications
Gamified campaigns
Campaigns and gamifications to improve CSM adoption.
Our wins:
Expanded annual email touch points by 66%
Increased overall newsletter subscriptions by 226%.
Achieved 64% higher open rates, 58% higher click rates, and 60% higher CTRs than industry benchmarks.
Example Work
All examples have been anonymized to protect proprietary content.
