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Jay Nathan

Higher Logic

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Higher Logic

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1 to 20 of 50+ total
Posted By Jay Nathan Oct 19, 2021 8:50 AM
Found In Egroup: Customer Success Leadership Community
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Few points to add here. First, there's no one-size-fits-all benchmark. I think that's been covered in other responses. Second, the assignment of accounts varies relative to how the accounts are segmented. We have Tier 1, Tier 2 and Tier 3 accounts - all important - but that receive different levels ...
Posted By Jay Nathan Aug 19, 2021 9:50 PM
Found In Egroup: Customer Success Leadership Community
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Thanks Jordan, great feedback here! ------------------------------ Jay Nathan Chief Customer Officer Higher Logic ------------------------------
Posted By Jay Nathan Aug 18, 2021 7:14 PM
Found In Egroup: Customer Success Leadership Community
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We are looking to boost our presence for one of our products on G2. Looking for best practices on running a campaign around getting customers to participate. who should own the overall process, what works in a campaign, what role should the CS teams play? any thoughts or tips would be helpful thanks ...
Posted By Jay Nathan Aug 2, 2021 11:11 AM
Found In Egroup: Customer Success Leadership Community
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Peter, we have quite a robust Strategic Services team at Higher Logic. There are several keys to getting the model right, some of which we're still perfecting: Build engagement packages Clearly delineate the RACI model between Services, Customer Success, and other roles (I promise there will be ...
Posted By Jay Nathan Jul 17, 2021 6:04 PM
Found In Egroup: Customer Success Leadership Community
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Hi Tristan, is there a specific process for your customers that you've been tasked to develop? some examples could include: a customer adoption health review an executive sponsor intro a pre-renewal health review handling a support escalation facilitating an exec business review etc Each ...
Posted By Jay Nathan Jul 6, 2021 9:18 AM
Found In Egroup: Customer Success Leadership Community
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Would your customers find it interesting to learn from one another? Could you hold virtual events that provide value outside of the product? Eg how to grow your career in X? Or ways to measure productivity in X? This community was built on the notion of brining people together around the CS industry ...
Posted By Jay Nathan Jun 8, 2021 2:57 PM
Found In Egroup: Customer Success Leadership Community
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Hey first of all welcome! Glad you found GGR. the cool thing about software as a service companies is that many of them are specific to different industries ams niches. For example, i used to work for a company that provided an HR platform to the hospitality industry (high turnover, service beau eases ...
Posted By Jay Nathan May 28, 2021 6:28 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR family - The labor market is tight. I'm curious for those recruiting for customer-facing roles (implementation, professional services, customer success, support, education, ops, etc), how and where do you and your recruiting teams source candidates? LinkedIn, Indeed, Monster, other online sources? ...
Posted By Jay Nathan Dec 29, 2020 6:23 PM
Found In Egroup: Customer Success Leadership Community
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Hi everyone, would love to see a version of this (scrubbed, of course) posted in the GGR library for all GGR members to benefit from. This is a fantastic topic, thank you! ------------------------------ Jay Nathan Chief Customer Officer Higher Logic ------------------------------
Posted By Jay Nathan Dec 20, 2020 8:07 AM
Found In Egroup: Customer Success Leadership Community
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Fantastic discussion shaping up here . For our CSM team specifically (as opposed to a broader practices of CS), we have been focused on the following core definition: Customer Success Managers at Higher Logic help our customers maximize the value they get out of the products and services they've ...
Posted By Jay Nathan Oct 16, 2020 3:14 PM
Found In Egroup: Customer Success Leadership Community
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ran a program like this at SAP. Hoping he'll share some thoughts here in the community. ​​​ ------------------------------ Jay Nathan Chief Customer Officer Higher Logic ------------------------------
Posted By Jay Nathan Oct 6, 2020 7:58 PM
Found In Egroup: Customer Success Leadership Community
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Alex, thank you! What is the frequency and format of the office hours sessions you do? How many attendees do you typically have show up? Jay Nathan Founder & Managing Partner m : 843.323.8125 w : www.customerimperative.com | e : jay@customerimperative.com Join the CS Leadership Community: Gain Grow ...
Posted By Jay Nathan Oct 3, 2020 5:13 PM
Found In Egroup: Customer Success Leadership Community
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Anything you guys can post here? This is a program we'll be working on in Q4 as well. ------------------------------ Jay Nathan Chief Customer Officer Higher Logic ------------------------------
Posted By Jay Nathan Oct 3, 2020 9:36 AM
Found In Egroup: Customer Success Leadership Community
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At Higher Logic we're deploying a pooled Customer Success model for certain customer segments. We're looking for inspiration on how to structure it. Do you have a pooled CSM model? If so, how have you structured it to handle both outbound proactive activities and reactive "hand-raiser" requests as customers ...
Posted By Jay Nathan Sep 29, 2020 7:08 PM
Found In Egroup: Customer Success Leadership Community
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​​ ------------------------------ Jay Nathan Chief Customer Officer Higher Logic ------------------------------
Posted By Jay Nathan Sep 29, 2020 7:07 PM
Found In Egroup: Customer Success Leadership Community
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Hey Kelly, we are calling our customer segments Enterprise, Mid-market and SMB. Then we have thee CSM engagement models (under our broader "Concierge" program, see below) that we apply to groups of customers based on the segment and their current spending band with us. Those three CSM models are: Named ...
Posted By Jay Nathan Sep 25, 2020 8:21 AM
Found In Egroup: Customer Success Leadership Community
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Domain expert Strategist Connector Someone who will be working to understand your goals and how to best leverage our products to achieve them. On Sep 24, 2020, 11:30 AM -0400, Effie Mansdorf via Gain Grow Retain <community@gaingrowretain.com>, wrote: How do you introduce the CSM role to your customers ...
Posted By Jay Nathan Sep 25, 2020 8:16 AM
Found In Egroup: Customer Success Leadership Community
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I can identify with this challenge, Parker, had one similar a few years back. What is the scope of your team today? Are they CSMs, and do you have other teams who touch the customer? Support, services, etc? How does the executive team / CEO view this change? On Sep 25, 2020, 7:09 AM -0400, Parker Chase-Corwin ...
Posted By Jay Nathan Sep 19, 2020 7:32 AM
Found In Egroup: Customer Success Leadership Community
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@Jeff Breunsbach @Annie Moncure ​​ ------------------------------ Jay Nathan Founder, Managing Partner | Customer Imperative ------------------------------
Posted By Jay Nathan Aug 24, 2020 7:08 AM
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We had a great discussion about Training & Enablement in last week's CS Leadership Office Hours. There were several topics we didn't get to in the Enterprise breakout room last week that I wanted to post here: How are you using certifications to drive usage and adoption? @David Ellin ​ How ...