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Matt Myszkowski

Cision

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RE: SLA's

Posted By Matt Myszkowski Jul 17, 2021 6:27 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Catherine, Can you share in what moments you want SLAs? What activities or tasks, are these customer SLAs or internal? ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------

RE: Community Incentives

Posted By Matt Myszkowski Jul 17, 2021 6:21 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Katherine, I am just starting to look at my first community and discovered this podcast on community building & management - it is well worth a listen! https://ib4tl.fm/ Look at Episodes 5-7 to help wit your questions. ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA ...

RE: Luxury hospitality management to CSM career change

Posted By Matt Myszkowski Jul 17, 2021 6:09 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Ian, This is such a tough to answer in here - I am happy to have a chat. What I would say is this: - Be active in this community - Listen to the Customer Success podcasts - GGR is one of many, you will find the ones that suit your needs - Read the content - there is again lots of available - be ...

RE: CSM Training

Posted By Matt Myszkowski Jul 17, 2021 6:02 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Dima, I will kick off - I have been impressed by the content provided by @Andrew Marks's team at https://successcoaching.co/ Great feedback from my team of CSMs - most are new to the CS function but even the ones with expereince have taken something from it. Can talk it through if you need.​ ...

RE: Survey Tools (CSAT, NPS)

Posted By Matt Myszkowski May 26, 2021 6:39 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi , We at Cision have just purchased GetFeedback by SurveyMonkey for our VoC program. We are at the very early stages of implementing and we are focusing on 3 key touchpoints: transactional case, onboarding & Relationship survey (renewal date -6months). Happy to share my experience over the next ...

RE: Anyone have experience having other CSM's come speak to your CSM team?

Posted By Matt Myszkowski May 26, 2021 11:54 AM
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Hi Emily, This is a great way to train your team in a practical and cost-effective way. In previous roles I have used CSMs/CSM leaders that I have a close relationship with to talk about their experiences, the do's and don'ts, processes, etc. I have also been asked a few times to come in and present ...

RE: CSM Tiers (aka CSM1 and CSM2)

Posted By Matt Myszkowski May 26, 2021 11:50 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hey , Interesting question - if I understand you correctly then yes I have expereince of this, albeit to cover a multi-geo enterprise customer. We, at Autodesk when I was there introduced​ a model for complex customers where a "primary" CSM would lead the account strategy but was supported by a "secondary" ...

RE: How are you delivering business outcomes for customers?

Posted By Matt Myszkowski Apr 29, 2021 8:28 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Love this - think this nails it for me!​ ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------

RE: How are you delivering business outcomes for customers?

Posted By Matt Myszkowski Apr 27, 2021 4:35 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Fully agree the reliance on the sales process to capture that initial "outcomes", but then the CSM must also be prepared to revaluate that outcome (it doesn't always stay the same) and once you achieve one outcome, you must move onto the next one. Your customer's are continuosly searching for that RoI. ...

RE: How are you delivering business outcomes for customers?

Posted By Matt Myszkowski Apr 27, 2021 2:12 PM
Found In Egroup: Customer Success Leadership Community \ view thread
HI , I do think there is a maturity aspect to this, but I would also say that customers do need to be educated, coerced and consulted through this. I would ask, why did they buy your product or service? It wasn't just for a platform to perform or to have feature. What business problem does it solve or ...

Customer Service Training

Posted By Matt Myszkowski Apr 27, 2021 2:57 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Yes I know this is predominately a CS & CX community but as a CX leader responsible for Customer Support alongside Success, Onboarding & Training I need some help. I've invested quite a lot of time and budget on training and enablement for my Success & Onboarding team but now I want to invest ...

RE: How are you delivering business outcomes for customers?

Posted By Matt Myszkowski Apr 27, 2021 2:47 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Reading my response from last night I was somewhat flippant. While I'm frustrated I will also acknowledge this really isn't easy. It's not easy because firstly we're asking our CSMs to do something different, secondly our own companies may not be set up to do this well (outcomes based approach has ...

RE: How are you delivering business outcomes for customers?

Posted By Matt Myszkowski Apr 26, 2021 5:20 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Love this question, and as someone who over 2 years ago claimed that Customer Success was moving to the "Outcomes Economy" I am slightly frustrated that the CS community is not placing more importance on this. We want to be "strategic", we want to be given more credit, we want a seat at the "big boys/girls ...

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

Posted By Matt Myszkowski Apr 7, 2021 6:16 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Our sales team at Cision in the UK use Jiminy while the North American teams (sales & support) use Chorus. I am reviewing now whether we introduce it in the UK/Europe as part of our VOC program, plus to supplement our hand off process from NB sales to Onboarding. Don't have much insight yet but keen ...

RE: Segmentation: How do you approach your customers?

Posted By Matt Myszkowski Apr 7, 2021 6:13 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Love this question - and debating to answer it in terms of what we do, or what I want us to do!? Arguably I will do both now. 1. No we don't, and based on how we do it (currently) we won't. However, on to part 2 of your question, and if we did this then I think we would do as it helps them benchmark ...

VoC Program Manager Role

Posted By Matt Myszkowski Apr 7, 2021 6:07 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi All, On the recent excellent "Rolling Out Your First VOC Program" webinar with and the team at SuccessHacker with great guests and friends , & Melinda Gonzalez I posed a question around the ownership of the VOC program, and whether to do it properly it needed a dedicated role. I have decided ...

RE: Renewal Surveys

Posted By Matt Myszkowski Mar 29, 2021 7:40 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Allison, Great question - I am going through this conundrum at the moment. I have done this in the past, but key is asking the right person. So for me, it shouldn't be the end user (unless you follow my good friend 's advice and change that to recommend) but even then I am not sure I am a fan. However, ...

RE: Celebrating with your team!

Posted By Matt Myszkowski Mar 18, 2021 8:54 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Just in process of launching something - we are doing it on a quarterly cadence across my entire CX EMEIA org. 3 awards (haven't decided on titles yet): - ​Colleagues award (nominated & voted for my colleagues) - Customer award (feedback from customers) - Leadership award (leadership team determine) ...

RE: Voice of Customer -- creating a program

Posted By Matt Myszkowski Feb 23, 2021 9:38 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Cheers Mike - I am in. ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------

RE: Website - Customer Experience/Success/Support Page

Posted By Matt Myszkowski Feb 22, 2021 4:33 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Quite like lots of what they have on the page - things I have on my wishlist appears there. Would be good to get other examples if anyone has them. Thank you ​ ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------