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Brian Hansen

Zywave

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1 to 20 of 48 total
Posted By Brian Hansen Oct 1, 2021 9:44 AM
Found In Egroup: Customer Success Leadership Community
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This sounds exciting, Travis. A couple of ideas come to mind - objection handling role play can be fun,and you could hold a session about question asking, getting down to the level of "so what?/why?". The goal of that session would be to talk through what your CSMs are trying to get to with contacts ...
Posted By Brian Hansen Sep 14, 2021 5:31 PM
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This is great, @Chris Rosa and I will take you up on your offer for sure. Thank you very much. ​ ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Sep 14, 2021 5:30 PM
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Very cool addition, @Andrew Marks. I like that teaching/coaching/growing connection. Thank you!​ ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Sep 14, 2021 10:39 AM
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I really like the idea of customer segmentation, Matt. I'm experiencing that now where that type of breakout can lead to changes in how we communicate with certain customers so showing a plan/result around that strategy sounds impactful. Thank you! ------------------------------ Brian Hansen Director ...
Posted By Brian Hansen Sep 13, 2021 6:16 PM
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Thank you for the comments, Anita. That's where I think Gong can come into play - savings stories by ROI category for easy call back! ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Sep 13, 2021 10:17 AM
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This is great insight, Jeff. Thank you for taking the time to respond. I thought a bunch more about OKRs this weekend, and have a framework in mind, where we can focus on one internal (building on CS' numbers to impact ARR) and one external (from the customer's perspective). Curious...what time frame ...
Posted By Brian Hansen Sep 12, 2021 2:06 PM
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This is fantastic, Ed. Thank you for this insight. It's very helpful to have this point of view laid out. ​​​ ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Sep 11, 2021 10:16 AM
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Hello! Our CS team is performing well, so we want to demonstrate that with the senior leaders in our organization. Does anyone have examples of key data points that have resonated with folks in the C-Suite? I know NRR is good for lagging and MAU shows adoption. Anything else jump out? Thanks for any ...
Posted By Brian Hansen Sep 11, 2021 10:12 AM
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We are in the process of evaluating our OKR process and effectiveness. I have a few ideas on how to make them impactful for the team and not become noise. I want to keep them focused on value for the customer. Does anyone have any OKRs they've loved and seen be really impactful? Thanks for any suggestions/ideas! ...
Posted By Brian Hansen Aug 31, 2021 9:15 AM
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This is quite interesting to see all summarized, Ben. Thanks very much for taking the time to get this all together. It's very exciting to be part of a growing field that will continue to evolve as those joining us will push us all further. ------------------------------ Brian Hansen Director of Customer ...
Posted By Brian Hansen Aug 30, 2021 9:17 AM
Found In Egroup: Customer Success Leadership Community
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That is some serious hiring, Jeff! If you didn't use those channels, what was successful for you in sourcing the candidates? Great work! ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Aug 20, 2021 10:00 AM
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https://open.spotify.com/show/5AY5lhUFGau4ix50Zosg7o?si=iEPkwOMATACBv9FwULISTQ&utm_source=copy-link&dl_branch=1 That should get you there, Arif. ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Aug 10, 2021 8:37 AM
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Thank you for the comments, everyone. Very helpful! ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Aug 9, 2021 9:28 AM
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I like that angle of it, Renee. It shows we're committed to THEIR availability too so there isn't anywhere for you to hide. Ha! Do you use a free or paid version of Calendly, @Renee Bochman? Thanks!​​​ ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato ...
Posted By Brian Hansen Aug 7, 2021 10:46 AM
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Hello, GGRers! I'm curious if anyone has instituted Calendly or another appointment scheduling software to cut down on time spent chasing customers for calls and to give customers the control/flexibility/modernization they're looking for. Anything stand out that ties best with Outlook, matches your ...
Posted By Brian Hansen Aug 6, 2021 12:16 PM
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Yes, that Alert would be terrifying to see! ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Aug 6, 2021 11:04 AM
Found In Egroup: Customer Success Leadership Community
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The "How it Started/How it's Going" meme-style. I like it, @Erika Villarreal! ​ ------------------------------ Brian Hansen Director of Customer Success, Carrier/HCM Zywave Novato CA 18605501761 ------------------------------
Posted By Brian Hansen Aug 5, 2021 10:30 AM
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One additional thought, which is data. Some customers don't respond to requests for calls because they either a) don't think that the call is worth their time or b) feel like they'd be pressured to buy something new. With that in mind, being able to share data with insight for "partners/customers like ...
Posted By Brian Hansen Jul 27, 2021 2:03 AM
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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
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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 ...