The Personal Touch
The Personal Touch
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In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
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The benefit of better relationships
Tracy Shouldice — We're using Planhat to reach out to new customers to onboard. A few weeks ago, we decided to create a webinar series, so a one-to-many way of getting customers that have the new product but haven't yet onboarded, get them onto a one hour call with a subject matter expert who will then explain how to get the product launched and configured and all of that.
We found that because the Customer Success Managers (CSMs) now are able to build good relationships with those customers, when we invite customers via email to that webinar, the open rate on those emails, because they're coming from the CSM, are 38% percent, whereas a typical marketing email that would invite the customer to the same event would have a 1-2% percent open rate.
Clearly it's having an effect on how our customers are seeing the Customer Success function and the relationship that they're starting to build with those CSMs.
Clearly it's having an effect on how our customers are seeing the Customer Success function.”
“
Tracy Shouldice
Director of Customer Success
The benefit of better relationships
Tracy Shouldice — We're using Planhat to reach out to new customers to onboard. A few weeks ago, we decided to create a webinar series, so a one-to-many way of getting customers that have the new product but haven't yet onboarded, get them onto a one hour call with a subject matter expert who will then explain how to get the product launched and configured and all of that.
We found that because the Customer Success Managers (CSMs) now are able to build good relationships with those customers, when we invite customers via email to that webinar, the open rate on those emails, because they're coming from the CSM, are 38% percent, whereas a typical marketing email that would invite the customer to the same event would have a 1-2% percent open rate.
Clearly it's having an effect on how our customers are seeing the Customer Success function and the relationship that they're starting to build with those CSMs.
Clearly it's having an effect on how our customers are seeing the Customer Success function.”
“
Tracy Shouldice
Director of Customer Success
The benefit of better relationships
Tracy Shouldice — We're using Planhat to reach out to new customers to onboard. A few weeks ago, we decided to create a webinar series, so a one-to-many way of getting customers that have the new product but haven't yet onboarded, get them onto a one hour call with a subject matter expert who will then explain how to get the product launched and configured and all of that.
We found that because the Customer Success Managers (CSMs) now are able to build good relationships with those customers, when we invite customers via email to that webinar, the open rate on those emails, because they're coming from the CSM, are 38% percent, whereas a typical marketing email that would invite the customer to the same event would have a 1-2% percent open rate.
Clearly it's having an effect on how our customers are seeing the Customer Success function and the relationship that they're starting to build with those CSMs.
“Clearly it's having an effect on how our customers are seeing the Customer Success function.”
Tracy Shouldice
Director of Customer Success
Talking Planhat
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We are the sum of the stories told about us.
[
Discover All
]
[
Through the Lens
]
[
Talking Planhat
]
[
Expert Advice
]
[
In Perspective
]
[
In Conversation
]
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Talking Planhat
We are the sum of the stories told about us.
[
Discover All
]
[
Through the Lens
]
[
Talking Planhat
]
[
Expert Advice
]
[
In Perspective
]
[
In Conversation
]
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