Robert Statsky

Demonstrate/Maintain Value with a High Value Customer

  1. Schedule regular check-in calls or emails with your customers to understand their evolving needs and challenges. During these interactions, ask open-ended questions to gather feedback and insights.
  2. Provide guidance on optimizing workflows and configurations to enhance their experience.  Use data and analytics to track customer usage patterns, identify areas where they may be underutilizing your product, and offer recommendations for improvement.
  3. Keep customers informed about product updates, new features, and improvements. Offer training and resources to help them leverage these enhancements effectively.
  4. Actively address and resolve any issues or challenges customers encounter with your product. Timely and effective support can significantly impact their perception of value.
  5. Recognize and celebrate your customers’ achievements with your product. This can include reaching certain usage goals, ROI milestones, or other successes that they’ve experienced.
  6. Provide regular reports to your customers that highlight their progress and the value they’ve received from your product. This can include ROI calculations and performance metrics.
  7. Maintain open communication with other departments, such as sales, marketing, and product development, to ensure that customer feedback and insights are integrated into decision-making and product enhancements.
  8. Reach out to customers proactively with tips, best practices, and suggestions for getting more value from your product. These communications can be automated or personalized based on customer segments.
  9. Customers in this segment might have a higher number of support tickets as and might be using the product in a unique non-traditional way. Focus on how they are using the product, what their goals are, and provide suggestions where necessary. 
  10. Be on top of support tickets if they begin to pile up. Review health score on a consistent basis.
  11. If you do not have a health score, segment your customer base into 3 main health categories: Good, Average, Poor.
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