The playbook for dealing with this crisis is being written in real time. By you...

Everyone’s response will be unique. There is no one-size-fits-all answer.

But there are some common principles that apply to almost everyone:

1. Keep customers

As many as you can. You’ll need them later. Provide flexible, but packaged, contractual options for them dependent upon their situation (and yours).

2. Communicate

Communicate with as many customers as possible. Both digitally and live. Be human in both.

3. Add value

Pivot your product to solve new problems. Create a community forum. Entertain.

#customersuccess leaders: time to step up and lead through this, armed with customer stories and insights.

How has your company’s playbook changed since March 16?

View Original Discussion and LinkedIn