Does your CS team struggle to get your customers to take the actions necessary to drive adoption and achieve clear, measurable outcomes? Despite your CSM’s best efforts, do your customers ignore emails, skip meetings, neglect to complete action items, or otherwise sabotage their own success (and yours)?

In this session, you will learn how to move beyond narrowly looking at ideal customer profiles (ICPs) to instead focus on mapping and rewarding ideal customer behaviors (ICBs). You will learn practical and actionable steps for how you can define, map, and incentivize ideal customer behaviors and incorporate these into your customer programs.

Key takeaways:

• Why you need to move beyond ICP to instead focus on ideal customer behaviors that increase adoption and success
• How to incorporate IBCs into critical points in your customer journey
• How to define and develop appropriate customer incentives and reward customers for demonstrating ideal customer behaviors