Proactive End-To-End
Proactive End-To-End
Proactive End-To-End
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
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Terri James — We didn't have playbooks on day one. We had opportunities, we had good conversations with customers, but we didn't know how to translate that into anything tangible.
Generally the goal is for customer success to always be proactive—but support is usually that reactive piece, where they just come in when you need them and they're gone again. But even our support team has actually become more proactive because we have them in the system. They can see our accounts, they can see where maybe we flagged an account at risk and they're like, “Okay, we're gonna give this account extra attention. We're actually gonna do a little bit more for that account.“
“Even our support team—that is generally a reactive role—is now very proactive as well.”
Terri James — We didn't have playbooks on day one. We had opportunities, we had good conversations with customers, but we didn't know how to translate that into anything tangible.
Generally the goal is for customer success to always be proactive—but support is usually that reactive piece, where they just come in when you need them and they're gone again. But even our support team has actually become more proactive because we have them in the system. They can see our accounts, they can see where maybe we flagged an account at risk and they're like, “Okay, we're gonna give this account extra attention. We're actually gonna do a little bit more for that account.“
“Even our support team—that is generally a reactive role—is now very proactive as well.”
Terri James — We didn't have playbooks on day one. We had opportunities, we had good conversations with customers, but we didn't know how to translate that into anything tangible.
Generally the goal is for customer success to always be proactive—but support is usually that reactive piece, where they just come in when you need them and they're gone again. But even our support team has actually become more proactive because we have them in the system. They can see our accounts, they can see where maybe we flagged an account at risk and they're like, “Okay, we're gonna give this account extra attention. We're actually gonna do a little bit more for that account.“
“Even our support team—that is generally a reactive role—is now very proactive as well.”
So even our support team—that is generally a reactive role—is now very proactive as well. And so it's interesting because not only have we had that proactivity in Customer Success, but we've actually seen what that's done to other departments. So sales and marketing—that whole go to market function—constantly comes back to us to say, “Hey, what have you got for us?“ ”What insights can you give us?” ”I'm talking to X industry or X customer, what could you give us?”
And so being able to always have that information at hand and always being able to be that proactive counterpart has been big.
So even our support team—that is generally a reactive role—is now very proactive as well. And so it's interesting because not only have we had that proactivity in Customer Success, but we've actually seen what that's done to other departments. So sales and marketing—that whole go to market function—constantly comes back to us to say, “Hey, what have you got for us?“ ”What insights can you give us?” ”I'm talking to X industry or X customer, what could you give us?”
And so being able to always have that information at hand and always being able to be that proactive counterpart has been big.
Terri James
VP Product & Customer Success
Continu
Terri leads Product and Customer Success at Continu, a modern learning platform built for scale. Her focus is on bridging product strategy, customer outcomes, and enterprise growth. Over the past several years, she has helped Continu expand into complex, compliance-heavy environments, where onboarding, enablement, and learning all play a role in driving business results. That’s meant architecting systems that are intuitive, flexible, and built to deliver measurable value.
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Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.
Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.
