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Jeff Heckler

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1 to 19 of 19 total
Posted By Jeff Heckler Sep 16, 2021 9:40 AM
Found In Egroup: Customer Success Leadership Community
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You'd be surprised, Kev. Adding workflows to your current CRM can be a lot less taxing than administering a completely new tool (as thoroughly mentioned by others, above) and building the necessary integrations, not to mention the change management ramifications. Just food for thought. ---- ...
Posted By Jeff Heckler Sep 16, 2021 9:09 AM
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Wonderful conversation going on here. Great stuff. I have no affiliation or relationship to promote with any CSPs. From strictly my experience... 1. I've used and implemented CSPs, large and small. 2. I've build internal CSPs from CRMs: SFDC and Pipedrive. Consider Option #2. At least give ...
Posted By Jeff Heckler Sep 14, 2021 3:15 PM
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Great call out, @Andrew Marks. Contributing to the greater pool of knowledge sharing and IP should be a formal part of every CS pros ownership. While I don't include these deliverables/OKRs in quarterly bonus and commission letters, I work with individuals to place 3-4​ professional development ...
Posted By Jeff Heckler Sep 13, 2021 10:22 AM
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You're most welcome, Brian - I am always happy to help. I would recommend going quarterly. This provides good consistency from a metrics standpoint, a nice cadence for feedback and measurement, and time to adjust if necessary. My best to you and yours, Jeff ------------------------------ ...
Posted By Jeff Heckler Sep 13, 2021 10:10 AM
Found In Egroup: Customer Success Leadership Community
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Hi Brian, Great question, it's highly valuable (and simply the right thing to do) to be targeted and intentional when building your team's OKRs. You highlighted focusing on customers' OKRs. I'd also point to focusing on: 1.) their personal performance benchmark and baseline OKRs as they pertain ...
Posted By Jeff Heckler Sep 13, 2021 9:27 AM
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As @Robert Kaloustian states, this depends on your goal. Advocacy and Advisory have different intentions with different goals. I have built different versions of both and would be very happy to discuss. - Jeff ​ ------------------------------ Jeff Heckler Director of Customer Success Solutions ...
Posted By Jeff Heckler Sep 10, 2021 7:40 AM
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Hi Katherine, Congratulations on utilizing a community channel for enablement! For clarity, it would be helpful if you could be more descriptive on what this metric is measuring: unique logins per time period, # of unique posts per time period, % of customers establishing profiles...? From there ...
Posted By Jeff Heckler Aug 30, 2021 10:10 AM
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1. Internal candidates. A.) Covid. I was able to reassign and save a half-dozen employees from my previous employer who were otherwise going to lose their jobs due to Covid. I took coworkers from G&A (Travel) and HR specifically. B.) In many SaaS orgs, Customer Support is the entry point for new professional ...
Posted By Jeff Heckler Aug 26, 2021 8:00 AM
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In the past 18 months, I grew a CS Dept from 15 to 50 without hiring anyone from social media or community networks I was a member of. Additionally, in February of this year, of the 22 hires I had made, 21 did not have strict CS experience - some had account management experience. I hire for mainly ...
Posted By Jeff Heckler Aug 23, 2021 4:53 PM
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I second, @Andreas Knoefel, as well, @Bill Pierznik​​ ------------------------------ Jeff Heckler Customer Success - Team Lead ------------------------------
Posted By Jeff Heckler Aug 23, 2021 8:16 AM
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Hi Deepak, 1. NPS: These are very generic overall sentiment and feedback channel. In my roles, we have sent them out at the 3- and 9- month stages of our customers' tenure for strategic reasons. 2. immediately after key events like QBRs, Kick-offs, Go-Lives, etc.: These should have their own ...
Posted By Jeff Heckler Aug 23, 2021 8:13 AM
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Daryl, The key is getting ahead of the "last ditch effort" point of the customer's journey. Think about adding Enablement: digital touch points, repeatable consumable content (short-length videos, webinars, FAQs, etc.), onboarining-at-scale. The first place to start is by creating your Customers' ...
Posted By Jeff Heckler Aug 23, 2021 5:47 AM
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Vid, I competely understand your concerns, and they are valid. With the right staffing augmentation and professional services and resources partner (outsource, 3rd party) a client can receive a higher quality of skill in the marketplace and get implemented much more quickly. Third parties have ...
Posted By Jeff Heckler Aug 23, 2021 5:38 AM
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Vid, You are most welcome. Yes, of course, - I am happy to discuss at any time. Best regards, Jeff jheckler@marketsource.com ------------------------------ Jeff Heckler Customer Success - Team Lead ------------------------------
Posted By Jeff Heckler Aug 20, 2021 7:43 AM
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Bill, I am more than happy to informally discuss with you. In fact, it would be fun for me - and we'd both benefit from the connection, at a minimum. After that, if I am unable to directly assist you, I will guide you to a number of next steps and resources. My best to you and yours, Jeff jheckl ...
Posted By Jeff Heckler Aug 18, 2021 6:02 PM
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Vid, Your search to identify areas of efficiency and entertaining a 3rd party to meet those needs is achievable and will prove out via ROI. The approach is much like @Andreas Knoefel starts to open up. You can build highly repeatable processes with measureable rigor to direct toward an outsourced ...
Posted By Jeff Heckler Nov 6, 2020 10:55 AM
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We are raising the threshold at which we assign a CSM to an account. For example, we used to assign a CSM to all accounts >1MRR. As of 2021, CSMs will only be assigned to accounts >10MRR. We will not grandfather in accounts or have a transition. We will allow CSMs to retain select strategic accounts ...
Posted By Jeff Heckler Oct 30, 2020 8:43 AM
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@Boaz Maor you had mentioned a presentation on this topic (VP of CS vs. CCO, specifically) from the CS Summit 2015/2016, could you please share? Thank you.​ ------------------------------ Jeff Heckler Customer Success - Team Lead ------------------------------