Move beyond ICP: Focus on ideal customer behaviors to accelerate user adoption & success
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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.