Tailoring customer onboarding to solve pain points with Kristi Faltorusso, CCO @ClientSuccess

Todd Kirk and Casey Trujillo are joined by Kristi Faltorusso, the Chief Customer Officer for ClientSuccess. They emphasize the need to focus on solving specific pain points for customers and tailoring the onboarding process accordingly. They also talk about the limitations of prescriptive playbooks and the importance of empowering customer success teams to make decisions based on individual customer needs.

Kristi brings up the need for a partnership kickoff meeting to align on objectives and priorities.

Takeaways

• Ruthless prioritization is key in managing work and personal life.
• Customer onboarding should focus on solving specific pain points for customers.
• Prescriptive playbooks can be limiting and may not address individual customer needs.
• Empowering customer success teams to make decisions based on customer needs is crucial.
• Conduct a partnership kickoff meeting to align on objectives and priorities.
• Engage executives early in the partnership to establish relationships and address issues proactively.
• Send an automated email to executives 45 days into the partnership to check in and gather feedback.

Contents

• 00:00 Introduction and Prioritization
• 07:27 Customer Onboarding and Pain Points
• 13:22 Limitations of Prescriptive Playbooks
• 17:39 Empowering Customer Success Teams
• 24:35 Setting Clear Goals and Expectations
• 31:14 Avoiding Commiseration and Saying No
• 36:35 The Power of Visionary Conversations
• 42:43 Engaging Executives with Automated Emails

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred