Customer Success Prompts

"Develop a comprehensive 90-day onboarding plan template for new customers of [product/service]. The plan should be segmented by phases (e.g., Week 1-2: Kickoff & Setup, Week 3-4: Initial Training & Usage, Month 2: Value Realization & Check-in, Month 3: QBR Prep & Expansion). Include key activities for each phase: - **Phase 1:** Welcome call agenda, account configuration checklist, key resource sharing (docs, support contacts). - **Phase 2:** Training session topics, initial usage goals, first value milestone definition. - **Phase 3:** Proactive check-in questions, usage review points, feedback collection method. - **Phase 4:** QBR agenda draft, identifying success metrics, exploring further use cases. Define clear ownership (CSM, Customer, Other Teams) for major tasks and suggest key metrics to track onboarding success (e.g., time to first value, feature adoption rate, health score)."

"Create a standard Quarterly Business Review (QBR) agenda template for a Customer Success Manager presenting to key stakeholders at [customer company type, e.g., Enterprise B2B Client]. The agenda should facilitate a strategic conversation focused on value and partnership. Include sections for: 1. **Executive Summary:** Recap of the relationship, key achievements since last QBR. 2. **Review of Goals:** Assessment of progress against goals set in the previous QBR. 3. **Value Realization:** Data-driven demonstration of ROI and benefits achieved using [product/service] (e.g., usage stats, efficiency gains, cost savings). 4. **Product Updates & Roadmap:** Relevant new features, upcoming releases, and alignment with customer needs. 5. **Challenges & Opportunities:** Open discussion on any hurdles, feedback, and potential areas for growth/expansion. 6. **Strategic Alignment:** Discussion of customer's upcoming business priorities and how [product/service] can support them. 7. **Next Steps & Goals:** Define clear actions and measurable objectives for the upcoming quarter. Suggest key questions the CSM should ask during each section to drive engagement."

"Write a proactive check-in email template for a CSM to send to a customer, [Customer Name] at [Company Name], who has been using [product/service] for [duration, e.g., 6 months]. The goal is to gauge satisfaction, offer support, and identify potential needs without being purely sales-focused. The email should: 1. Reference a recent positive interaction or usage milestone (if known, e.g., 'Hope you found the recent [feature] useful!' or 'Checking in as you approach the 6-month mark...'). 2. Express genuine interest in their experience and desired outcomes (e.g., 'How is everything going with [product/service] in achieving [customer's goal]?'). 3. Offer specific, low-effort assistance (e.g., 'Are there any quick questions I can answer?', 'Would a short 15-min sync be helpful to review anything?'). 4. Optionally, share a relevant tip, best practice, or link to a helpful resource (e.g., 'Here's a recent blog post on optimizing [relevant feature]...'). 5. Maintain a helpful and supportive tone. Provide 2 subject line options."

"Generate a list of discovery questions for a Customer Success Manager to ask during regular check-ins or QBRs to identify potential expansion (upsell or cross-sell) opportunities for [product/service]. The questions should feel natural and focused on the customer's evolving needs and goals, rather than being overtly salesy. Categorize questions around: - **Team Growth/Changes:** (e.g., 'Are there any new teams or departments starting to work on projects related to [area your product addresses]?') - **New Goals/Initiatives:** (e.g., 'What are the major strategic priorities for your team/company in the next 6-12 months?', 'Are there new challenges emerging that you're looking to tackle?') - **Process Gaps/Inefficiencies:** (e.g., 'Are there any parts of your workflow around [relevant process] that still feel manual or could be improved?') - **Adjacent Needs:** (e.g., 'How are you currently handling [related task/problem that a different product/module solves]?') - **Usage Limits/Tiering:** (e.g., 'As your usage grows, are you finding any limitations with your current plan?') Frame these as open-ended questions to encourage detailed responses."