45 min
Low Product Adoption: Transforming CS Intuition into a Highly Scalable and Actionable Framework
Kate Robertson, Customer Success Manager, Benchling. - Learn how the Benchling Digital CS team created a reliable, data-driven methodology to target customers at the highest risk of churn and contraction based on product utilization. Through the creation of a Low Product Adoption playbook within Gainsight, they have a highly scalable and actionable framework that can be applied to many other CS motions. Discover actionable insights on transitioning from reactive, tailored, 1:1 CS engagements to proactive, targeted and scalable outreach, empowering you to drive retention and adoption effectively in your organization.
