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David Ellin, 2020 Top Customer Success Strategist; Consultant

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Posted By David Ellin Feb 24, 2021 11:14 AM
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, that's a great start to your program and it looks like you've now expanded by adding a Transactional survey (your one-question post-onboarding survey) and a Pulse survey (your 90-day check). Great VoC programs use a variety of methods to capture customer feedback. NPS, Transactional, and Pulse surveys ...
Posted By David Ellin Feb 23, 2021 4:50 PM
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Mike, Here's a question for you. There are numerous VoC tools on the market - some incorporated into Customer Success Platforms and others more stand-alone. What is your perspective on the different VoC tools, which do you lean towards, and why? Thanks, David David Ellin 2020 Top 100 Customer Success ...
Posted By David Ellin Feb 23, 2021 8:58 AM
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Thanks, Mike. Looking forward to it. David David Ellin 2020 Top 100 Customer Success Strategist 770-853-5115 https://www.linkedin.com/in/davidellin
Posted By David Ellin Jan 11, 2021 9:34 AM
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posted some additional thoughts on this on LinkedIn recently. I love the simplicity of what he wrote. I'll start by including his thoughts verbatim and then try to put it into a written definition. What are your thoughts on this approach??? Jay's thoughts: Well, here are my thoughts... We need a definition ...
Posted By David Ellin Dec 31, 2020 9:57 AM
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Thanks for all the great ideas and discussion. There have been a lot of terrific terms presented with thoughts of what should and should not be included. If we go by "Likes", comments by Anna, James, Anita, and Ja'Rod lead the pack. Focusing on terms that should or should not be included in a final definition ...
Posted By David Ellin Dec 15, 2020 5:44 PM
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Here's a stab at a revised short-form definition based on all of the above comments. Once we nail this, we can work on the expanded definition based on 's concept of two definitions. Where are we missing the mark? Short-form: "Customer Success is a collaborative, strategic, post-sales business discipline ...
Posted By David Ellin Dec 15, 2020 3:27 PM
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So true, . Unfortunately, I have that conversation several times a month....not necessarily with marketers but with business leaders as well. And, if they know that it's a department, they have no idea what the primary functions are.​ Interesting concept of the two definitions. Kind of like a 30-second ...
Posted By David Ellin Dec 11, 2020 4:25 PM
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Great info, . I'd like to suggest one additional idea. If your survey/assessment emails are coming from a system outside of the company's email system, make sure to inform the customer what the email extension is. Otherwise, it may be rejected by their company's security software or email system. Ask ...
Posted By David Ellin Dec 11, 2020 3:52 PM
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Yes, . I think has gotten us much closer. I think it needs at least one more sentence to tie in some critical aspects to CS though. By itself, it may be a bit ambiguous as you've pointed out. Perhaps we can build on it. ------------------------------ David David Ellin 2020 Top 100 Customer Success Strategist ...
Posted By David Ellin Dec 11, 2020 12:15 PM
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Great points, . Once in a while, I hear that CX folks report up through CS but my experience is that they're typically in the marketing department. It's certainly a collaborative effort between departments.​ ------------------------------ David David Ellin 2020 Top 100 Customer Success Strategist Founder ...
Posted By David Ellin Dec 11, 2020 9:57 AM
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Thanks, . I thought long and hard about starting this conversation for fear it might be a challenging effort. We're getting some great input and will then need a great wordsmither!​ ------------------------------ David David Ellin 2020 Top 100 Customer Success Strategist Founder & Senior Customer ...
Posted By David Ellin Dec 11, 2020 9:52 AM
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I completely agree. My purpose for starting this discussion is to get the community to weigh in, glean the most important aspects people feel should be included in the definition, and then hone it so it does just what you indicate. I do think there needs to be a balance of length and substance to truly ...
Posted By David Ellin Dec 10, 2020 4:47 PM
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During today's GGR call, I was made aware that the Customer Success Association published its Definition of Customer Success as: ​"Customer Success is a long-term, scientifically engineered, and professionally directed business strategy for maximizing customer and company sustainable proven profitability." ...
Posted By David Ellin Dec 10, 2020 4:20 PM
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I agree with that the CS org is the orchestra conductor. In fact, I've been referred to my prior CS roles as Chief Collaborator. I also agree with that customer experience is part of Customer Success; however, many people see it as a different discipline that typically resides in the marketing org. Curious ...
Posted By David Ellin Dec 10, 2020 11:23 AM
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Thanks, @Anita Toth . I'm not particularly good at it either but felt there was strength in numbers with the great minds in this community. Together, we'll get there as additional thoughts are presented. ------------------------------ David David Ellin 2020 Top 100 Customer Success Strategist Founder ...
Posted By David Ellin Dec 10, 2020 8:32 AM
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Thanks, . That certainly adds the concept of ROI ('faster than would have happened otherwise')​ ------------------------------ David David Ellin 2020 Top 100 Customer Success Strategist Founder & Senior Customer Success Consultant Centric Leadership Strategies ------------------------------
Posted By David Ellin Dec 9, 2020 4:46 PM
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Thanks, James. I'm a fan of keeping it simple too so the "methodologies" portion of my definition can be removed. I like that you added the concept of "with the best experience" with a simple list of benefits. ------------------------------ David David Ellin 2020 Top 100 Customer Success Strategist Founder ...
Posted By David Ellin Dec 9, 2020 2:30 PM
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During yesterday's Customer Success panel discussion hosted by Customer Success Leaders Institute, @Rav Dhaliwal was asked about his biggest gripe about Customer Success. As part of his answer, he commented that "there is no one standard industry-agreed definition of Customer Success." Half-heartedly, ...
Posted By David Ellin Dec 9, 2020 1:58 PM
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, for me, the first indicator is the value the CSM is bringing to their customers. While I love outcomes, outcomes alone are not a good measure unless the CSM is solely responsible for creating the outcome. Once other departments affect the ultimate outcome, you can no longer judge the CSM on those criteria. ...
Posted By David Ellin Dec 9, 2020 1:28 PM
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Here are some additional thoughts in addition to the great responses provide thus far. 1. Keep changing hats (perspectives) when developing your journey maps. It's ok to start building the journey map from your company's perspective - what experiences you want them to have. However, if you don't switch ...