Customer Success Leadership Community

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  • 1.  Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

    Posted 06-14-2021 09:00
    Hey GGR 

    Its been a while since I've posted here! apologies but work has been busy and golf season has started. 

    I have been fortunate enough to secure my 3rd senior leadership role in CS and i'm looking to network with the community!

    I will be moving to an organisation that is extremely fast growing, circa 1000 acquisitions a month in a product led Fintech environment without a service wrap. CS is extremely well sponsored and mid market has adopted a low touch strategy with fairly large portfolios. 

    Im reaching out to see if you heroes of our community has built/led a team in a similar environment and would be interested in sharing some of your time. 

    Cheers 

    Craig
    #CustomerSegmentation
    #CustomerSuccess
    #Metrics
    #Outcomes
    #VoiceofCustomer

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    Craig Jackson
    The Accountancy Cloud
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  • 2.  RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

    Posted 06-15-2021 01:09

    Hi Craig,


    Congrats on your new position! I am currently working with fellow CS leaders to compile playbook on digital touch for customer success.
    Happy to discuss and share knowledge with you.

    Harish



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    Harish Maiya
    Tech driven CS leader
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  • 3.  RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

    Posted 06-15-2021 06:33
    Hi @Harish Maiya

    Thats amazing, thank you for sharing the knowledge. On another note please let me know how I can contribute. ​

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    Craig Jackson
    The Accountancy Cloud
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  • 4.  RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

    Posted 06-15-2021 18:44

    Sure thing.

    Your contribution is much welcome, it only makes the playbook better!
    DMing you to let know details.



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    Harish Maiya
    Tech driven CS leader
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  • 5.  RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

    Posted 06-15-2021 09:00
    Hi Harish - 

    It would be great to see the playbook when it's published.    We're building digital/low touch for a mixed SaaS/on-premise so always looking for insights. 


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    Josh Buckley
    Customer Success Innovation & Intelligence
    VMware
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  • 6.  RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

    Posted 06-15-2021 19:03

    Josh,

    Yours would be an interesting use case to add. So far, many of scenarios are in B2b SaaS. A mixed approach of digital touch for on-prem & SaaS would make a great addition.
    Let me know if you like to collaborate, glad to get your insights.



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    Harish Maiya
    Tech driven CS leader
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