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Matt Myszkowski

Cision

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RE: Customer facing executive sponsor slides

Posted By Matt Myszkowski Jan 14, 2021 6:30 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thank you - I may take you up on the offer! ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------

RE: Best Website for Hiring

Posted By Matt Myszkowski Jan 13, 2021 1:55 PM
Found In Egroup: Customer Success Leadership Community \ view thread
GGR does have a job board - see here: https://www.gaingrowretain.com/communities/community-home293?CommunityKey=6f0f0909-fec7-4f52-a4eb-3301bcee15bb I also think LinkedIn is the best, using your network of CS (or other) professionals. ------------------------------ Matt Myszkowski VP, Customer Experience ...

RE: 30 Customers in 30 Days

Posted By Matt Myszkowski Jan 13, 2021 1:50 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Sarah, As part of my new role at Cision, I delivered (20 in 20) a similar project during December. For this situation, it was for me to understand our customer's expereince of doing business with us so I wanted as wide a variety of customers as possible - from enterprise to SME, from different industry ...

Success & Support - Competitive Analysis

Posted By Matt Myszkowski Jan 13, 2021 4:50 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Good morning friends! I am starting to do some competitive analysis of what our competitors offer in terms of Customer Success, Customer Support & Onboarding. Has anyone done this before? Can y ou share any guidance or advice? Does anyone have a template I can borrow (I obviously mean steal!)? Thank ...

RE: Customer Coffee Corner

Posted By Matt Myszkowski Jan 12, 2021 8:53 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Corinne, Honest answer - I don't know yet, but arguably along all stages. While I obviously want to showcase what we do well, I am conscious our business needs to improve our customer centricity so we must be brutally honest with what doesn't go well. ------------------------------ Matt Myszkowski ...

Influitive Anyone?

Posted By Matt Myszkowski Jan 12, 2021 8:09 AM
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Good afternoon all, At my new job (am I still allowed to say "new" 2 months in?!) at Cision I have inherited potentially the use of Influitive ( Influitive: Customer Advocacy & Engagement Platform - Influitive ). Does anyone use it and how have you seen it be successful? Influitive remove ...

RE: Customer Coffee Corner

Posted By Matt Myszkowski Jan 12, 2021 8:07 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Love this - thanks Jeff. Yes, please share the learnings as keen to get this up & running ASAP. ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------

Customer Coffee Corner

Posted By Matt Myszkowski Jan 11, 2021 6:01 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hey All, I want to introduce an internal (to my org) customer coffee corner - ask a customer to come in (virtually of course), I interview them around their experience of doing business with Cision - the good, the bad & the ugly! This would be quarterly, with the aim of driving a more customer centric ...

RE: Referrals

Posted By Matt Myszkowski Jan 11, 2021 12:43 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hey I am looking at this currently. One very natural way for me seems to follow the voice of customer program you may (or may not) have in place. I am currently scoping mine, but my thinking is currently if you have "X" number of positive responses to our survey at various touchpoints this activates ...

RE: Customer facing executive sponsor slides

Posted By Matt Myszkowski Jan 11, 2021 5:28 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Hope you are well? Did anything come from this? It is now something on my radar so started digging around and keen to learn from any experiences. ​​ ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------

RE: Are OKRs relevant in Large Enterprises?

Posted By Matt Myszkowski Dec 11, 2020 4:28 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Sorry everyone for the delay - it has been chaotically busy at my new gig. Here is my V2MOM - happy to have your feedback come my way. ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ------------------------------

RE: Are OKRs relevant in Large Enterprises?

Posted By Matt Myszkowski Dec 3, 2020 9:59 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Great shout - I am a massive fan of the V2MOM. It is structured to ensure everyone understands it all levels in a simplified, one-pager rather than multi-page complex business plans that do not leave the boardroom. Happy to share mine if anyone is interested (still a WIP for 2021). ------------------------------ ...

RE: Customer Success Pre-Sales Role

Posted By Matt Myszkowski Dec 1, 2020 6:02 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Good question. I think one key clarifying question - is your CS offering a paid for engagement? I have just left SAP and we did have a dedicated CS Business Development person but I think what we set out to achieve with this role slightly changed by the time we delivered it. Originally this was the first ...

RE: Is your account plan separate from your joint success plan?

Posted By Matt Myszkowski Dec 1, 2020 5:48 PM
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Hi ....I am just setting out on this in my new role at Cision. Traditionally, I have seen the "Joint Success Plan" as extractable from the ​main account plan. Very much as you explain - the account plan is an internal document that details the strategy for maximising footprint within the customer, while ...

RE: CSAT/NPS in comp plans

Posted By Matt Myszkowski Nov 26, 2020 9:04 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi , Good question & I am considering this now at my new company, but have experienced this in the past. Firstly, ​I always agree a response rate for this goal to be "active". So for example, you have to have a 50% RR before we consider & reward you on the actual C-Sat/NPS score. Secondly, I ...

RE: Discussion on CAB prep for 2021

Posted By Matt Myszkowski Nov 24, 2020 6:19 AM
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HI , I am looking at creating one at my new company. Not sure I have much expereince to add specifically on this but have vast CS expereince​ so would like to be part of it if there is space? Regards, Matt ------------------------------ Matt Myszkowski VP, Customer Experience EMEIA Cision ---------- ...

RE: Customer Experience and Customer Success

Posted By Matt Myszkowski Nov 14, 2020 5:23 PM
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Hi , I have recently joined Cision as VP of Customer Experience, which incorporates 3 teams: Customer Support, Onboarding & Training and Customer Success. ​In the coming weeks I will be reviewing this structure & maybe adding to it with a project team to support a large scale migration from legacy ...

RE: Strategic CSM Comp Plans

Posted By Matt Myszkowski Nov 13, 2020 9:56 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi I guess based on what you are saying your team are comp'd quarterly? Could you move the comp plan to an annual plan? Are they measured on logo retention or revenue retention (I presume the latter)?​ ------------------------------ Matt Myszkowski VP, Customer Success Management, EMEA SAP --------- ...

RE: Having difficult conversations

Posted By Matt Myszkowski Nov 13, 2020 9:50 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Great question, and yes I have ensured my CSMs in previous roles have had the training to ensure they can manage those "Difficult Conversations". I am lucky that most companies I have worked for have their own internal training teams so we have used them. What I have found though is that most companies ...

RE: Who owns the renewal - Sales or CSM?

Posted By Matt Myszkowski Oct 18, 2020 11:45 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hey, Our CEE forecasts it based on the "art", but the indicators are also there to lead them to that decision. ------------------------------ Matt Myszkowski VP, Customer Success Management, EMEA SAP ------------------------------