How do you conduct regular check-ins and training sessions with customers to guarantee efficient use of products?

For regular check-ins, I usually schedule them based on the customer's convenience. I send them a calendar invite for a 30-minute session every quarter. During these sessions, we go over product usage and address any issues they've been having. For training, I use a tool to send out invites for webinars that I conduct every month. Customers can sign-up for the ones that interest them, and I cover various topics that can enhance their experience with the product.

To ensure customers are efficiently using our products, I schedule bi-monthly check-ins with them. Prior to our meeting, I'll analyze usage data from our CRM, like Salesforce, to tailor my approach for each client. I focus on understanding their unique goals and challenges. I also run training webinars every six weeks, which are archived and accessible through our knowledge base for those who miss it. These sessions cover specific features and often include case studies from successful customers to illustrate best practices.

My approach to customer check-ins and trainings is proactive and personalized. For check-ins, I employ a tiered schedule using Salesforce to track engagement levels: high-touch for new or struggling accounts, and standard touch for established ones. I prepare by analyzing product usage data and support ticket trends to identify areas for discussion. For training, I design interactive webinars with real-time polls and Q&A sessions. These are tailored to recent releases or common challenges observed through customer feedback loops. I also provide a self-help portal with recorded training and FAQs, all derived from my work with engineering and product teams to ensure they reflect the most current information and best practices.