Customer Success Leadership Community

Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

  • 1.  Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Moderator
    Posted 5 days ago
    Hi GGR - 

    Let's run an AMA (Ask Me Anything) with @Jay Nathan and @Kristi Faltorusso as part of our CS Blueprint podcast.

    On June 24th at 12pm ET, we'll be answering your questions live on LinkedIn and posting responses here in GGR.

    So...

    What questions do you have?
    How can we help you think through a challenge? or opportunity? 

    We're here to help, so ask away!

    ​​
    #CustomerSuccess

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    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
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  • 2.  RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Moderator
    Posted 2 days ago
    Would love to see some questions come through.

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    Kristi Faltorusso
    VP of Customer Success
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  • 3.  RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Posted 2 days ago

    Love this, thanks for setting up the event!

    I've been listening to so many podcasts and following you both for your amazing content. I still struggle as I am putting together the overarching journey for our enterprise customers and how to format it so that it quickly illustrates the big picture for leadership while giving enough detail to be the jumping-off point for the individual play books that align to the journey milestones. Any help with templates or pointers would be much appreciated!

    Jenni



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    Jenni Washington
    Implementation Manager
    OnBoard @ Passageways
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  • 4.  RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Posted 2 days ago
    Nice. look forward to it.

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    Muneer Mubashir
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  • 5.  RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Posted 2 days ago
    How early should Customer Success become involved in an opportunity with a prospect?  In my experience, Sales isn't as well versed on a customer success strategy as they are selling the product and value proposition.  But so many companies rely on Sales to convey the importance and impact of Customer Success during the discovery process.  Customer Success is such a huge part of companies realizing the value of their investment and I have seen that this topic specifically isn't teed up well during presales.  Does it make sense to have a face of customer success part of that presales process?  Or is there a better way to bring Sales into the fold of our universe so they can adequately sell not only the product but Customer Success as a whole?  Should there be a CS consult as part of the presales process or before finalizing the details of the implementation?   


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    Kelli Shea Client Success Consultant
    Rosetta Stone
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  • 6.  RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Moderator
    Posted 2 days ago
    What needs to happen in our vertical to build on the narrative of CLG (customer led growth)?

      @Chris Hicken has been talking a lot about this too, so curious to hear everyone's thoughts

    Outside of the "traditional" CS experience, what traits do you look for when you hire that have helped shape your team?​

    What are traits you look for in a company to determine if they are "truly" customer centric?  (A lot of companies claim to be)

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    Brian Hartley
    Senior Director, Customer Success
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  • 7.  RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Posted 2 days ago
    Only thing I'd add to this @Brian Hartley is that Customer Led Growth is part of the transition from 1.0 to 2.0 Success Leaders.​

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    Chris Hicken
    CEO @ 'nuffsaid | Advocate for CS Leaders
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  • 8.  RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

    Posted 16 hours ago
    I'm fairly new to the CS game, about 3 years into my career. I'm the only CSM for the small startup I work at and one of the things I've been tackling is trying to show the value to increase user adoption (of our platform). Right now we're competing against the status quo. It's an old, established industry (Commercial Real Estate lending) - any tips for increasing adoption rates and showing the value to customers?

    Thanks for what you guys do! Love the GRR community - woot woot!

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    Kasen Wysong
    RealAtom
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