List of Contributions

Brian Hartley

Contact Details


My Content

1 to 20 of 50+ total
Posted By Brian Hartley Nov 20, 2020 3:37 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Yikes. "Good luck customer"....?! If it is available perhaps sharing data or collateral about adoption and engagement rates when customers go through the onboarding process? ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Nov 20, 2020 2:30 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
At our organization, when we conducted our first DEI survey - we found a big difference in how females viewed DEI topics vs. males. It was very eye opening. This has led us down a path of offering more training and education around inclusion and micro-aggressions among many things. ------------------------------ ...
Posted By Brian Hartley Nov 6, 2020 1:37 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Yes, in theory we would have the data on hand to know what they are doing. ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Nov 6, 2020 10:01 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
The overall on-boarding process Your on-boarding team The administrative training The end-user training The amount of training documents and videos available to me during the on-boarding The platform met the expectations set in the sales process The time it took to implement your application ...
Posted By Brian Hartley Nov 6, 2020 9:48 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
For us it was asking our customers what they though the first big "a ha" moment is. Whether through a phone conversation or some form of a survey - we were trying to gain consensus on what our customers thought. From there we used product/customer success platform to track when customers achieved that ...
Posted By Brian Hartley Nov 6, 2020 9:38 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Following this thread as I am curious what other folks think too! ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Oct 23, 2020 9:50 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hey aside from all of the great ideas already contributed, thought I would share how we try to capture a 360 view. We currently use SFDC to capture all of these components: - Opportunities (renewals, etc) - Contracts (with integration to accounting system) - Service desk (cases, etc) - Help/Knowledge/Community​ ...
Posted By Brian Hartley Oct 9, 2020 3:30 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Just took a demo with Reachdesk . Great product! ​ ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Oct 8, 2020 3:29 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hey - thought I would chime in as this is really fresh in my head since I just created our CS slides for our board meeting next week. Admittedly, most of my direction comes from the CEO and it isn't exactly cutting edge but here is generally what we provide: YOY metrics related to renewals/churn ...
Posted By Brian Hartley Oct 8, 2020 3:23 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
+1 to post. CSMs own renewal and upgrade (existing customer and increasing contract value - i.e. more licenses). CSM helps to broker any expansion effort in which the sales team owns (existing customer but new instance/business unit/etc)​. So many variables at stake though - I suspect there are many ...
Posted By Brian Hartley Oct 8, 2020 3:07 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Great call out . Or "we​ will only hire the most qualified candidate" or " we posted the job and we didn't have any diverse applicants" . List goes on and on. Would always appreciate a conversation with a larger group! ------------------------------ Brian Hartley Senior Director, Customer Success ...
Posted By Brian Hartley Oct 2, 2020 9:05 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hey Jeff - I enjoy the content and individuals I have exchanged notes with. Overall it has been a good experience. The only drawback, a byproduct of the forum's success, is the volume of posts and conversations (some of which are duplicates). I need to dust off my search/filtering skills to ensure ...
Posted By Brian Hartley Oct 1, 2020 9:32 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
James - event was great, really well done. I appreciate the narrative in between each demo, with the set-up and close. Well done! ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Sep 22, 2020 4:20 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Nothing official yet but I am going to recommend we re-evaluate at the conclusion of this year. We want to remain sensitive to customer needs but we also need to protect our business interests. ------------------------------ Brian Hartley Senior Director, Customer Success --------------------------- ...
Posted By Brian Hartley Sep 21, 2020 10:21 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Flexibility on payment terms, ability to discount (last resort), payment deferrals, etc. Trying to make it as painless as possible while also trying to protect our business interests . ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Sep 18, 2020 2:51 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Great question! Great call-outs by @Shari Srebnick ​. We, too, are spending time listening and triaging customer feedback more diligently than ever. For us it is using Gong and Salesforce Inbox to get out in front of potential churn (i.e. frustrated customer, feature ideas, contract concerns, etc). ...
Posted By Brian Hartley Sep 16, 2020 10:29 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
We just went through this exercise with a DAP tool. We trialed all three, and had each vendor give us a. workshop to answer questions and get into the weeds. All were amenable to the ask and encourage the activity. Admittedly, running three vendors side by side became a little overwhelming at times ...
Posted By Brian Hartley Sep 16, 2020 10:23 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
For my company, being a proposal automation tool, it is when the customer uploads their first proposal and allows the system to auto-match their knowledge library with questions in the proposal. The time saved by auto-answering a lot of stock RFP questions is a big "a ha" moment. ------------------------------ ...
Posted By Brian Hartley Sep 14, 2020 12:29 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Selfishly bumping this up now that we have a much larger community! I have been spending quite a bit of time in the tool and am curious if anyone else has had experience? ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Sep 14, 2020 12:27 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hey Lauren - great topic. I don't think we actively consider it while making purchase decisions but I would agree that we need to add this to our evaluation criteria. Incremental changes will help move the needle over time ------------------------------ Brian Hartley Senior Director, Customer Success ...