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Brian Hansen

Zywave

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1 to 20 of 30 total
Posted By Brian Hansen Jul 27, 2021 2:03 AM
Found In Egroup: Customer Success Leadership Community
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This is helpful and exciting to see, Bob. I've been doing a fair bit of interviews and hiring and one of the issues I'm feeling is diversity. Do you have any line if sight into customer success job boards or the like that can help to invite more diversity into the field? ------------------------------ ...
Posted By Brian Hansen Jul 21, 2021 9:53 AM
Found In Egroup: Customer Success Leadership Community
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I like the ideas offered so far, but perhaps I can ask a separate question. Why do you want to have this engagement? If customers like to "set it and forget it", what are you trying to change via this engagement? Is your retention poor/could be better? Are you trying to upsell? Do you have ANY engaged ...
Posted By Brian Hansen Jul 6, 2021 7:28 PM
Found In Egroup: Customer Success Leadership Community
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Very cool, Keri! Please let me know if I can help with any initial questions you have. ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Enquiron - A Zywave Company Boston MA 4158171611 ------------------------------
Posted By Brian Hansen Jun 25, 2021 7:48 AM
Found In Egroup: Customer Success Leadership Community
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I have a hard time making the Office Hours live but listen afterwards and get a ton of value from them. One of the topics I hear you talk about a lot is community. I think that would be a cool topic as part of an engagement concept: How can we leverage a one-to-many approach and still have an intimate ...
Posted By Brian Hansen Jun 10, 2021 9:29 AM
Found In Egroup: Customer Success Leadership Community
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The podcast is how I found this community. I'm subscribed on Spotify and listen weekly. Keep it rolling! One topic that seems to be resonating is how people from outside a CS background can get involved in a CS career. Perhaps you can find a guest to touch on that topic in an upcoming episode. ----- ...
Posted By Brian Hansen Jun 8, 2021 7:17 PM
Found In Egroup: Customer Success Leadership Community
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I agree with Jay in that you can - if you're into it - find software companies selling to the hospitality industry, But, I wouldn't feel like you need to be tied to that industry overall. I would suggest you look up some CSM basics on Google and YouTube and follow channels on LinkedIn. LinkedIn is one ...
Posted By Brian Hansen Jun 4, 2021 9:49 AM
Found In Egroup: Customer Success Leadership Community
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Yes, Emily! The best CS folks are people who communicate well with fellow people. Humility, ability to listen, creativity, thoughtfulness, accountability, and foresight can come from any background. The technicals of the product can be taught, the intangible skills are what's needed from the jump. Glad ...
Posted By Brian Hansen Jun 2, 2021 9:14 AM
Found In Egroup: Customer Success Leadership Community
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This is great! It's exciting to see managers accept transferrable skills. Congratulations to you, Susan. If you have any former colleagues that might be interested in CS roles, we're hiring too...!​ ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Enquiron - A Zywave ...
Posted By Brian Hansen May 27, 2021 9:19 AM
Found In Egroup: Customer Success Leadership Community
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I'll be checking some of these out too, Matt, as I also dig podcasts. Another I've enjoyed is "The Jasons Take On". Here's where I found that one, and a few others I haven't yet checked out. There's so much out there! https://catalyst.io/blog/customer-success-podcasts ------------------------------ Brian ...
Posted By Brian Hansen May 24, 2021 2:06 PM
Found In Egroup: Customer Success Leadership Community
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This is exciting, Rachel. Congratulations! Moving to a people manager role can definitely be intimidating, so I'm glad to see you're seeking out thoughts on best practices from those who have been there. I personally have been in a people manager role for almost my entire 15+ year career, so I feel pretty ...
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
Found In Egroup: Customer Success Leadership Community
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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
Found In Egroup: Customer Success Leadership Community
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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
Found In Egroup: Customer Success Leadership Community
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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
Found In Egroup: Customer Success Leadership Community
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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
Found In Egroup: Customer Success Leadership Community
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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
Found In Egroup: Customer Success Leadership Community
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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 ...