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William Buckingham

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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Posted By William Buckingham Apr 14, 2021 12:12 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thanks so much for these insights. I especially love #5. So key to not just correct the customer expectations when off base, but to also find and clear the sales language leading to those inaccurate expectations. The note-taking aspect is huge too. So much time is consumed on the post-call note taking ...

RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Posted By William Buckingham Apr 12, 2021 1:11 PM
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Thanks for this incredibly thorough and insightful detail of Gong and your experience with it. This is really helpful. It is great to know the specific features that make big impact when used well. So many use cases there which really are so important for our desired use. Thanks for all the information ...

RE: What's the difference between Lifecycle and Journey?

Posted By William Buckingham Apr 9, 2021 12:31 PM
Found In Egroup: Customer Success Leadership Community \ view thread
great topic and question. I think it really is a difference that gets ignored, and there's so much value lost when the lines blur between these two. I'll second what stated. I think she broke it down really simply and accurately. One thing I will add is that I typically encourage teams to start with ...

RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Posted By William Buckingham Apr 8, 2021 11:43 AM
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Thanks so much for the detailed insights here. This is really great information, and I really appreciate it. If you happen to remember, I would love to know what features made up that 10% difference between Wingman vs. Chorus and Gong. No worries if you do not recall, but I think it would be interesting ...

RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Posted By William Buckingham Apr 7, 2021 7:20 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thanks , I too, am curious to see what other responses come in regarding this. Was there is a specific reason your North America team chose Chorus instead of Jiminy? Thanks, ------------------------------ William Buckingham Customer Success Operations Manager ------------------------------

Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Posted By William Buckingham Apr 7, 2021 12:25 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi All, Looking to possibly implement a tool like Chorus.ai (or Gong, ExecVision, Jiminny, Etc.) for our Customer Success team. Ideally, if we do indeed implement, we would ideally get other teams using it too since that would increase net benefit to the company and the CS team. Curious does anyone ...

RE: Product Marketing Sitting on CS Team?

Posted By William Buckingham Mar 25, 2021 7:52 PM
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Hi Rachel, I have been on a CS/AM team when we implemented a similar role, for the very same outcome. In general, I think it is a pain point which loads of companies have. From my experience, I haven't seen the setup in which the Product Marketer is actually on the CS team/payroll/org chart. I ...

RE: Searching for insights about configuration reviews

Posted By William Buckingham Mar 19, 2021 2:35 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Julie, I think "configuration review" will often vary based on the type of product and customer desired outcomes. I think a key question to ask yourself and your team members, is "How does our "configuration review" differ from our "business reviews"? It might be the same thing/in place of business ...

RE: How do you calculate CTR (Cost to Retain) & margin on low touch segments?

Posted By William Buckingham Mar 2, 2021 7:58 PM
Found In Egroup: Customer Success Leadership Community \ view thread
This is a fascinating read. Thanks for sharing Ed - very much appreciated. have you implemented any of the practices in this? If so, would be curious to learn what you implemented and how it went. Thanks. ​ ------------------------------ William Buckingham ------------------------------

RE: How do you calculate CTR (Cost to Retain) & margin on low touch segments?

Posted By William Buckingham Mar 1, 2021 6:40 PM
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Hi Jeff, Great question..... I'm curious if the lack of responses is some form of an indicator at how few are doing this at all. Cost To Retain(CTR) is something I have wanted to track at a previous company and was decided by others that A. too complicated and B. not wanted/cared about by enough leaders. ...

RE: Customer Success Enablement & Training

Posted By William Buckingham Feb 24, 2021 11:50 PM
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Hi Sana, Wonderful question. I just transitioned to a CS Ops role with a focus on Enablement. After having been a Strategic/Enterprise Account Manager at another firm in which I was also running much of our operations and enablement on the side. More than happy to connect and learn a bit more about ...

RE: Account Management Models

Posted By William Buckingham Feb 11, 2021 7:56 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Karen, Great questions, and while I don't have direct answers, I am happy to lend my perspective - however, just one perspective and I'm sure far from complete. 1. I've had colleagues at other companies use a "Pods" model where you have the same CSM, AM, and Support/Professional Services members ...