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Liam Dunne

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1 to 9 of 9 total
Posted By Liam Dunne Jan 17, 2022 5:12 AM
Found In Egroup: Customer Success Leadership Community
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Hi Stewart, really appreciate the thoughts! This is something I looked at, but I had a few concerns but it's very possible I might be being too picky. When working on a quarterly basis with annual contracts, you're dealing with a new set of customers every quarter so it's reasonable to expect expansion ...
Posted By Liam Dunne Jan 14, 2022 1:17 PM
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Hey everyone. I'm building a comp plan for our larger customer segment as we're growing our team and have some ambitious growth goals for 2022! I've searched far and wide for material on this but it seems as though most companies deal with annual contracts only, or monthly customers are placed in a ...
Posted By Liam Dunne Nov 3, 2021 8:05 AM
Found In Egroup: Customer Success Leadership Community
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Hi all, hope everyone's having a lovely week! I'm interested to hear the opinions of others on this, and how you're operating at your companies. To me, it's clear that product are responsible for things such as product strategy, competitor/market research, generating product ideas, overseeing development ...
Posted By Liam Dunne Oct 8, 2021 9:44 AM
Found In Egroup: Customer Success Leadership Community
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Hi all, I work for a product-led SaaS, the majority of our users purchase without even speaking to a person. This means we have a lot of customers on monthly subscriptions and we operate one-to-many relationships. Our largest customers, a small chunk of the overall base, have a 1:1 relationship. Our ...
Posted By Liam Dunne Sep 2, 2021 7:20 AM
Found In Egroup: Customer Success Leadership Community
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Hi all, We use Intercom, it's a great conversational tool with lots of added features. Our customers can speak with us via live chat with an avg response time of 30 mins. I'm keen to use the data (number of conversations, type of conversations, and rating of conversations) as a metric for our automated ...
Posted By Liam Dunne Aug 17, 2021 8:45 AM
Found In Egroup: Customer Success Leadership Community
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Hi Gabriela, This is also the case at my company. What's the buying process for your product/service? Our users have to start a free-trial so they're essentially onboarded before they even purchase - hence CS looking after the onboarding process (and therefore the trial-to-paid conversion) ------ ...
Posted By Liam Dunne Aug 10, 2021 11:35 AM
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Hey Sophie, Also very keen to learn if others are doing this. We're around ~20 employees and I can't really justify a £15k-£20k CS platform just yet, but I'm very keen to start building healthscores. ------------------------------ Liam Dunne ------------------------------
Posted By Liam Dunne Aug 9, 2021 10:08 AM
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Duplicate - please delete. ------------------------------ Liam Dunne ------------------------------
Posted By Liam Dunne Aug 6, 2021 10:16 AM
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Hi all, hope everyone is having a fantastic week! Some background info: I was the first CS hire at my company, a fast-growing SaaS startup with 1000+ customers. Before me CS didn't really exist, so I've been building the function from the ground up - it's been an exciting challenge. All of our users ...