The start of a new year is the perfect time to strengthen customer relationships with timely and impactful communication. For Customer Success Managers (CSMs), recognizing and leveraging key email touchpoints can set the tone for a year of meaningful engagement and measurable success.

By focusing on pivotal moments when customers are most receptive—like annual check-ins, goal-setting opportunities, and performance reviews—you can craft messages that not only resonate but also inspire action. These touchpoints are more than just check-ins; they’re opportunities to build trust, address evolving needs, and showcase your value as a strategic partner.

Here are some email touchpoints you can include to kick off the new year on the right note:

‍Usage Recommendation‍

Why it's important: The beginning of the year is the perfect time to re-engage customers with tailored suggestions for how they can unlock more value from your product. By highlighting underutilized features and providing actionable insights, you empower customers to start the year off right, maximizing their investment and aligning with their goals.
Frequency: Monthly
Data Used: Product usage and recommendations‍

Monthly Check In‍

Why it's important: January is an annual reset, making it an ideal time to reflect on progress and set expectations for the year ahead. A monthly check-in email showcasing your customer's usage, ROI, and tailored recommendations helps keep customers informed and furthers trust.
Frequency: Monthly.
Data Used: Product usage, ROI, and recommendations

Product Newsletter

Why it's important: Customers may have missed updates or new features released in the last quarter. A quarterly newsletter at the start of the year ensures they’re aware of relevant enhancements that can help them hit their goals and make the most of your product from day one
Frequency: Quarterly
Data Used: Product Usage

QBR One-Pager‍

Why it's important: A year-end recap or beginning-of-year overview is an invaluable way to showcase the impact of your product and provide data-driven recommendations for maximizing ROI moving forward. By benchmarking performance and setting clear action steps, you position yourself as a strategic partner invested in their success.
Frequency: Quarterly
Data Used: Product usage, ROI, benchmarking and recommendations

Effective customer relationships thrive on timely and meaningful communication. Leveraging key email touchpoints such as usage recommendations, monthly updates, and quarterly newsletters allows you to demonstrate product value, boost engagement, and build trust. Each email is a chance to provide personalized insights, highlight ROI, and deepen your connection with customers.