The world has changed dramatically since mid-March. One thing that has not changed is that you have customers to help. How do you help customers in a COVID-19 world? Keri Keeling, Global head, customer success innovation & Intelligence at VMWare and member with me on the board of the Customer Success Leadership Network, joins Helping Sells Radio to help us figure this out.
Keri reminds us that some of our customers may need us now more than ever. Some customers might even be killing it because the demand for their products is going up. We should help these customers and offer them something of more value that can help them even further.
Other customers might not be doing so well. What can we do to help these customers? We might not be in a position to help, but if we can, we should think about how we can help customers with extended renewals, change billing cycles to make it easier to pay, provide extensions, downgrade plans to address only what customers actually need for now.
Let’s be creative here. Our customers will remember.
As we figure out how to help these customers in different ways, let’s agree to this. Don’t just call to check-in. That’s a Keri pet peeve, and she wants us to stop doing that. Call with a purpose. Our customers don’t have time for a check-in.
More about Keri:
On Linkedin: https://www.linkedin.com/in/kerikeeling/
Recap of the Customer Success Leadership Network (CSLN) Helpline session: https://customersuccessnetwork.com/talking-to-customers-during-covid-19-starts-with-empathy-and-segmentation/
Full article on servicing customers in a COVID-19 world: https://customersuccessnetwork.com/servicing-customers-in-todays-climate/
The Sandler Training webinar on services customers in a COVID-19 world: https://register.gotowebinar.com/register/5445494471016829967
194 Keri Keeling Helping customers in a COVID-19 world