ChurnZero Customer Success Best Practices http://churnzero.net Nurture for adoption of key features and to strengthen customer engagement and ROI The Best Practice Subscription businesses strive for consistent engagement from their customers. But while consistency is important to a customer’s success, solely focusing on this metric can mask other telling (and potentially troubling) patterns, particularly around failure to use core, sticky features. Smart customer success teams know certain features have the highest correlation to strong ROI and higher retention. They center their engagements – both one-to- one and automated – around these features, communicating the benefits to the customer as a means to spark interest and eventual use. What iContact Did... North Caro

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