"How can we scale customer success to our small customers?"
Success planning is a key part of an outcomes-based customer success program.
Scaling it to *all* of our customers, even small ones, can seem impossible...
But it's not.
We just have to put on our engagement marketer hat.
I started using Noom Inc. a couple of weeks to get myself back into shape after putting on the "Covid 5." (yes, it's a thing).
What I found in Noom impressed me.
They implemented customer success. At scale. For B2C. Right there inside the app.
How?
* Predefined success criteria and risk factors for me to pick from
* In-app survey-style information capture
* Engaging content (and great copywriting) that drew me into the process
This technique also works for B2B. But first we have to *know your customers.*
And once we do, we're only limited by our creativity.
Would love to see more examples from the B2B world. Anyone have a cool example of how you're doing it? 👇
