{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"B2B Marketers on a Mission","title":"Ep. 88: How to Improve Customer Success Through Proactive Engagement","html":"","width":"100%","height":180,"duration":2724,"description":"How to Improve Customer Success Through Proactive Engagement\nThe goal of every customer success (CS) team is to ensure that you drive value for your customers over time and help them to get the most out of your product. How can CS teams think ahead, help their customers to succeed, and avoid churn?\nIn this week’s episode, we have an engaging conversation with seasoned CS expert Mark Stagi (VP of Customer Success, Avoma) about why proactive engagement should be the top priority for CS teams across the board. Mark also discusses the mistakes to avoid, the importance of using a “strategy first” approach, what metrics CS teams should be paying attention to, and what steps they can take to be more proactive with accounts.\nTopics discussed in this episode:\nMark explains why proactive engagement should be a top priority for CS. [1:37]\nSome of the common mistakes and misconceptions around proactive engagement in CS, and how to address them. [6:55]Putting in tools and technology too early\nGeneric outreach that’s not adding value\nNot asking questions about the who, why and what\nMark shares a story of how he turned a situation around where customers were planning to churn - and what he learned from it. [12:25]\nMark shares some steps that CS teams can take right now as part of their proactive engagement and the quick wins. [27:46]Map out the customer journeys (including those outside the CS scope)\nUnderstand what value means to customers\nGet to know every different persona within the company\nSome metrics that CS teams should pay attention to when it comes to proactive engagement. [35:59]\nCompanies & links mentioned in this episode:\nMark Stagi on LinkedIn\nAvoma","thumbnail_url":"https://img.transistorcdn.com/lqDFOjY_18gJt4I76gxX3JmOttH4oA_lMtWtb_95PgY/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS85NGUw/NWFlYjI2ODMzNTVm/OWUwMmM0ZWM1YTRh/ZWYzOC5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}