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Brian Hansen

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Posted By Brian Hansen May 8, 2021 7:27 PM
Found In Egroup: Customer Success Leadership Community
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I've recently moved from a small company (30 people) to one with about 800 employees. I'm pumped! Has anyone made a leap of that size in CS and have any pointers? Thanks for any thoughts! #Career ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 --- ...
Posted By Brian Hansen May 7, 2021 9:30 AM
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I agree with all of this, Shari. Our account executives (that's the title that they have, but equates to CSMs) are responsible to understand the customers' needs/goals by asking questions about those things, deliver additional value to the product through sharing marketing materials and providing training, ...
Posted By Brian Hansen May 4, 2021 2:58 PM
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This is great feedback, Maor, and matches with my experience as well. Many times in the insurance carrier space, I've seen the "if we didn't build it, it can't be that good" mentality, so breaking that sentiment is an important. To your point - and the other thread here - it needs to be about OUTCOMES. ...
Posted By Brian Hansen May 3, 2021 2:55 PM
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Thanks so much, Erin! Thanks is great and very helpful to see all in one place. ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 ------------------------------
Posted By Brian Hansen May 3, 2021 10:14 AM
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Might you be willing to share a couple bullets on what was most vital to bring to start, Jon? I'm in a similar boat so any nuggets would be helpful! Thanks! ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 ------------------------------
Posted By Brian Hansen Apr 28, 2021 1:14 PM
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Certainly...let's share together. One person's LinkedIn content has been helpful as a complement to the information we're probably both consuming on the technical approach to CS. This area is focused on "servitization". Check it out when you have a moment... https://www.linkedin.com/in/patrick-mcgow ...
Posted By Brian Hansen Apr 26, 2021 10:50 AM
Found In Egroup: Customer Success Leadership Community
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That's a great point, Daryl. Similar to when you're working with a prospect or customer - making sure all parties agree on the problem that can/needs to be solved. That's a vital starting point for all strategy moving forward. ------------------------------ Brian Hansen VP of Business Development Enquiron ...
Posted By Brian Hansen Apr 25, 2021 10:38 AM
Found In Egroup: Customer Success Leadership Community
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Hello, GGRers! I am having fun leveraging what I'm learning about best CS practices to an industry that doesn't usually experience a high level of dedicated, systematic engagement. The insurance carrier industry is one that is accepting more exposure to SaaS products with the push of insurtech, but they're ...
Posted By Brian Hansen Apr 24, 2021 10:29 AM
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This is great, Ed, and I agree. Starting with the "people" aspect of the project sounds like a great bet because that's what it comes down to - people make buying, usage, and renewal decisions, so where are the people, what do they care about, how are your people interacting with them, and where are ...
Posted By Brian Hansen Apr 24, 2021 10:21 AM
Found In Egroup: Customer Success Leadership Community
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I have not built a team or process from scratch either and I am new also to the systematic aspect of CS. The team I've run for the last while has been two people and we've done mostly everything by feel! I'm sure others here will be helpful from a technical perspective and have tools to share, so I'm ...
Posted By Brian Hansen Apr 22, 2021 9:39 AM
Found In Egroup: Customer Success Leadership Community
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Great stuff, Margaret. I believe your intentions of relationship building will transfer to the SaaS world, since buyers and users everywhere are - in the end - people . There are specific needs/goals for SaaS that I'm still learning too (we were recently acquired and are more heavily SaaS focused) so ...
Posted By Brian Hansen Apr 22, 2021 9:34 AM
Found In Egroup: Customer Success Leadership Community
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Sharing ROI is something that is a bit of a moving target with our product, since we're a B2B2B setup (our customers pass our service to their clients as a value add). However, we have developed a self-service ROI Dashboard where various customer contacts can login and see both quantitative (i.e. how ...
Posted By Brian Hansen Apr 21, 2021 9:34 AM
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I'd like to check Loom out as well. Our sales team has used it for video introductions to prospects. I second Camtesia for screen capture/voice over videos, too. ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 ------------------------------
Posted By Brian Hansen Apr 14, 2021 10:16 AM
Found In Egroup: Customer Success Leadership Community
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Excellent. Thanks for the info! ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 ------------------------------
Posted By Brian Hansen Apr 14, 2021 9:47 AM
Found In Egroup: Customer Success Leadership Community
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Firstly, well done, Nicholas, on instituting a painful-yet-important shift. That's not easy! I'm curious as well what tool are you using to track the calls and therefore extract the percentages. Thanks. ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 ...
Posted By Brian Hansen Apr 12, 2021 9:59 AM
Found In Egroup: Customer Success Leadership Community
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I really like the approach of every client having a face a name, even if they're in the "lower" tier, Sana. And the concept of moving them only after year one is thoughtfully done, too! I agree that allowing the customer to choose their level could lead to discount discussions and complexity that could ...
Posted By Brian Hansen Apr 12, 2021 9:53 AM
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I really like this approach, Kay. While we don't have this role specifically either, we have account executives who manage our existing business and instituted an initiative to make those same outbound calls. It was quite successful from the standpoint of understanding our customers' goals and uncovering ...
Posted By Brian Hansen Apr 7, 2021 9:43 AM
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These replies are all helpful to read through. Thanks for the original topic, Egan! There seems to be a plethora of options - you mentioned three of them, and I've also recently heard of ChurnZero. For those who have more experience in evaluating these products, is there any real differentiation between ...
Posted By Brian Hansen Apr 5, 2021 9:04 AM
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Good one, Jeremy! ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 ------------------------------
Posted By Brian Hansen Apr 5, 2021 9:04 AM
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That's interesting, Martin. Why do you find some customers want to opt out of a customer success experience? Do they think it will only lead to them being asked for more money? ------------------------------ Brian Hansen VP of Business Development Enquiron Boston MA 4158171611 ---------------------- ...