List of Contributions

Chris Rosa

Ally.io

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Ally.io

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1 to 6 of 6 total
Posted By Chris Rosa Sep 14, 2021 2:32 PM
Found In Egroup: Customer Success Leadership Community
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@Brian Hansen Some things to think about - are you using your OKRs as a way to introduce your team to strategic planning and execution or as a way to track business performance? I think you would want to adjust your OKRs accordingly. Objectives should be: Actionable​ Aspirational Meaningful Key ...
Posted By Chris Rosa Mar 19, 2021 3:26 PM
Found In Egroup: Customer Success Leadership Community
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Hi Shari! I just went through this in my last role. 1. Playbooks - I would call this account milestone, but yes, you can create email triggers that go to the CSM at certain checkpoints. 14 day usage check post training, or 30 days from closed-won. I set these up for low-touch to go to the AE (since ...
Posted By Chris Rosa Feb 24, 2021 10:28 AM
Found In Egroup: Customer Success Leadership Community
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Building out the Customer Success Team at Record360 from nothing, we had a few challenges that I was trying to solve with automation in regards to the customer journey. 1. Onboarding - making sure customers were being trained, (kickoff call for high-touch customers) had a 30-day review, and using the ...
Posted By Chris Rosa Nov 18, 2020 10:10 AM
Found In Egroup: Customer Success Leadership Community
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Some others if you're looking at Customer Success Tools take a look at these. Totango has a free option for less than 250 accounts and you can still use an API to build your dashboard and import data from your CRM. Totango Planhat SmartKarrot ChurnZero For onboarding automation GuideCX Arrows Hope this ...
Posted By Chris Rosa Nov 10, 2020 9:57 AM
Found In Egroup: Customer Success Leadership Community
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Heather, look at a tool like Zipwhip - which can text enable your existing work phone numbers and has a number of business tools like templates, group messaging (texting multiple numbers in individual threads) keywords, and auto-replies. ------------------------------ Chris Rosa Record360 ---------- ...
Posted By Chris Rosa Oct 16, 2020 1:23 PM
Found In Egroup: Customer Success Leadership Community
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80% response rate would be incredible! I work on the NPS for our company, and we do email surveys only because that's how we primarily communicate with customers. Some of the things that I've learned -Sending the email survey on a Monday or Tuesday morning (5am PST for us) has gotten the highest responses. ...