Everyone in the Customer Success world knows that it’s bad news when the person who brought your product into the customer's company - your champion or sponsor - leaves the company. This is a HUGE red flag when it comes to customer retention.
That customer is now at risk of not renewing or churning out.
This is how Gainsight handles that - their exact playbook - and is a great insight into how they use their own product ("drink their own champagne") in their Customer Success organization.
Customer Success Playbook: What to do When your Sponsor Leaves
Posted by lincoln-murphy under Customer ServiceFrom http://customersuccess.gainsight.com 3722 days ago
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