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Brian Hartley

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Posted By Brian Hartley Feb 10, 2021 9:28 AM
Found In Egroup: Customer Success Leadership Community
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Ha, admittedly, I had to do a bit of Googling as I wasn't quite sure what service mapping was entirely :). However, in my search I did find a few good templates out on the Web - admittedly I haven't ever done one. Sorry, wish I could be of more help! ------------------------------ Brian Hartley Senior ...
Posted By Brian Hartley Feb 10, 2021 8:50 AM
Found In Egroup: Customer Success Leadership Community
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Hey Marco - this is great to hear you are doing this. Couple of things we did at my org (small company with 45 people) Formed a company-wide DEI committee to ensure we were doing our part to educate the entire org, not just our CS team Expanded our recruiting efforts beyond the traditional LinkedIn ...
Posted By Brian Hartley Feb 10, 2021 8:33 AM
Found In Egroup: Customer Success Leadership Community
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Hey Zohar - I would recommend speaking to . He and I had a very similar conversation last week about pulling data from many systems under one hood.​ ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Feb 10, 2021 8:31 AM
Found In Egroup: Customer Success Leadership Community
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Hey Julie - just want to make sure I am tracking, you are looking for a diagram showing the IT infrastructure that makes up your business ops/services? ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Feb 10, 2021 8:27 AM
Found In Egroup: Customer Success Leadership Community
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Hi Rita! Have you checked out the Catalyst mentoring program? https://catalyst.io/coaching-corner They do a good job of taking what you outlined here and matching you up with someone that meets your criteria. Of course there are a ton of great mentors on this forum that will likely respond to your ...
Posted By Brian Hartley Jan 29, 2021 3:23 PM
Found In Egroup: Customer Success Leadership Community
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Hey it went really well. We invited one of our best customer contact POCs and she enthusiastically agreed. I set up a prep meeting with her earlier in the week to identify the 5-6 questions I was going to ask her during the moderation window.​ The prep meeting was to confirm questions were ok with her ...
Posted By Brian Hartley Jan 29, 2021 10:29 AM
Found In Egroup: Customer Success Leadership Community
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Hey Matt - we just had our first iteration of this last Friday. It was a huge hit! Let me know if you have specific questions. ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Jan 19, 2021 8:25 AM
Found In Egroup: Customer Success Leadership Community
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Paging :)​ ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------
Posted By Brian Hartley Jan 14, 2021 3:59 PM
Found In Egroup: Customer Success Leadership Community
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- sounds like you have a great game plan. I don't think you need to approach it in any particular way other than trying to understand with the product goals and targets are. How do they prefer customer feedback being socialized back to the product team? How are analytics and user behavior used to ...
Posted By Brian Hartley Jan 14, 2021 9:31 AM
Found In Egroup: Customer Success Leadership Community
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Hi, Andrea - I don't have a ton of experience but for those customers of ours that are still on our legacy, monthly billing we take the following approach: Dear customer, we no longer offer monthly billing. Based on your monthly subscription, here is your annual order form. Very basic, matter ...
Posted By Brian Hartley Jan 13, 2021 8:27 AM
Found In Egroup: Customer Success Leadership Community
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So timely ! We are starting this up next week, where I have invited a customer to come to our all hands meeting to speak. I will be facilitating in a fire-side chat layout. This is our first one, but this is my game plan so far: Prep meeting with customer a few days prior to discuss questions ...
Posted By Brian Hartley Dec 8, 2020 8:23 AM
Found In Egroup: Customer Success Leadership Community
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Hey I really enjoy Gong as well. Outside of what others have mentioned, I really like the ability to set up filters and have those emailed to me the following morning. Currently I have filters that reflect key words coming up in the sales process. From there I can jump in to let the sales team know ...
Posted By Brian Hartley Nov 20, 2020 3:37 PM
Found In Egroup: Customer Success Leadership Community
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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
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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
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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
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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
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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
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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
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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
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Just took a demo with Reachdesk . Great product! ​ ------------------------------ Brian Hartley Senior Director, Customer Success ------------------------------