Web: www.quorum.us/ Industry: Computer Software Location: Washington, DC
We reached out to Lea Boreland, Customer Success Operations Manager at Quorum to learn more about Quorum’s Customer Success team. This fast-growing Public Affairs software company provides teams with a one-stop shop to monitor, communicate, and engage with their stakeholders.
Read on to learn how ChurnZero is enabling the Quorum CS team to standardize their processes, further develop best practices, and elicit creativity.
Q. What is the primary focus of the Customer Success team at your company?
A. Our Customer Success team’s purpose statement is: We exist to ensure Quorum becomes indispensable to our clients.
To that end, our focus is on helping our clients achieve their goals with Quorum. Our objectives are three-fold: to retain, expand, and delight our clients, which we remember with the handy acronym "RED."
Q. How do you encourage customer centricity across your entire organization?
A. Our Customer Success team, in collaboration with every department across our organization, built and maintains a Customer Journey Map outlining every touch point between us and our customers. This starts from when they first hear of Quorum, through to when they decide to renew or cancel their subscription. The Journey Map helps us identify client experience improvement opportunities at every stage of a customer’s journey with us. It challenges us to drive value for our customers at each touchpoint.
Q. How is your Customer Success team structured?
A. Our Customer Success team has 4 functions: Account Management, Support, Expansion, and Operations. We also have a Customer Marketing Manager.
Our Account Management team is our largest sub-team and consists of (a) CSMs who specialize in 1-2 Quorum products, (b) Team Leads who manage CSMs as well as a reduced client portfolio, and (c) Renewal Specialists.
Q. What types of hires have you found most beneficial?
A. When recruiting for CSMs, we look for at least one (1) year of experience in Customer Success at a SaaS company, or comparable client-facing experience. When recruiting for Renewal Specialists and Customer Account Executives, sales experience is a must.
Q. What has been your most creative use of a ChurnZero feature?
A. We use column sets in segments as prefabricated product usage reports. We have over 200 product metrics that our CSMs look at, and the metrics vary by product; that complexity can quickly become a nightmare if it’s not well organized.
We created two (2) types of reports: the first gives a high-level view, and these are segment defaults. The second type helps our CSMs investigate a more detailed product area if they notice something out of the ordinary from the first view. The column sets can be toggled through ultra-quickly and help our team monitor and cross-reference product usage across a full portfolio of accounts.
Q. In what ways has ChurnZero empowered your team to do their job?
A. We use ChurnZero to standardize processes for our team as we scale, but we also use it as a way to elicit creativity and best practices from our CSMs who are learning things on the ground every day, and then bake those into processes. The features of ChurnZero are accessible and easy to use (like plays, journeys, and alerts), so as opposed to having one admin design and run everything, we’re able to have individual teams or contributors own, design, and iterate on processes.
Would your company like to be profiled in an upcoming Customer Success Team profile? Email Holly Keener at firstname.lastname@example.org for more information.