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Wayne McCulloch

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1 to 11 of 11 total
Posted By Wayne McCulloch Mar 25, 2021 8:54 PM
Found In Egroup: Customer Success Leadership Community
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Hi - Launch day is April 27th, so not long now! I'm planning something special for the GGR community...stay tuned :-) Enjoy the end of the week! ------------------------------ Wayne McCulloch 2020 - Top100 Customer Success Strategist Google Cloud ------------------------------
Posted By Wayne McCulloch Mar 18, 2021 4:25 PM
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G'day Byron, A fellow Aussie here to give you what I've used to build CS orgs in the past (and to grow them at larger companies). Firstly I start with a framework. I use the Seven Pillars of Customer Success framework but you can invent your own too. The Seven Pillars consist of: P1. Operationalization ...
Posted By Wayne McCulloch Mar 4, 2021 1:15 PM
Found In Egroup: Customer Success Leadership Community
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We look at incentives from a variety of lenses. For advocacy, we made this part of the MBO's for quarterly payouts. Each quarter, a CSM is to deliver a certain number of advocacy assets from their accounts. Attached is the Advocacy Maturity Map that shows what we consider an advocacy asset. The Maturity ...
Posted By Wayne McCulloch Feb 17, 2021 11:26 AM
Found In Egroup: Customer Success Leadership Community
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Hey - we incorporate this into the Customer Success Plan (CSP). The CSP has 5 distinct sections that we share with the customer. 1. Value Defined (Onboarding) 2. Value Consumed (Adoption) 3. Value Realized (Retention) 4. Value Expanded (Expansion)​ 5. Value Confirmed (Advocacy) Each of these sections ...
Posted By Wayne McCulloch Feb 4, 2021 12:15 PM
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Hi , What a great position to be in. Building a great CS organization is one of the most rewarding career experiences I've ever had.​ Even though I've posted this elsewhere in the community, I thought it might help you create a framework foundation to build from: I use something called the 7 Pillars ...
Posted By Wayne McCulloch Feb 3, 2021 11:18 PM
Found In Egroup: Customer Success Leadership Community
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Hey thanks ! Like you, it seems like we've spent a lot of time capturing and building out assets. When you have enough, it will be time to write a book! Maybe you could write a book now called The Playbook of Customer Success Playbooks :-) As for Guru - Yes! We loved that product at Looker. The ability ...
Posted By Wayne McCulloch Feb 2, 2021 10:45 AM
Found In Egroup: Customer Success Leadership Community
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I agree @Laura Lakhwara - this is only the framework to organize how you will communicate the function to your customers, employees, leaders and the board via the "playbooks" created to do that. Once you have the framework built out, you can start to fill it out with Doc, Slides etc. - For example, ...
Posted By Wayne McCulloch Jan 29, 2021 12:32 PM
Found In Egroup: Customer Success Leadership Community
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Hi Julie, We follow the The 7 Pillars of Customer Success framework which uses a CS Tool Box consisting of 10 essential tools: T1. Moments of Truth (customer journey map) T2. Playbooks T3. Customer Health Score T4. Customer Risk Framework T5. Customer Success Plan T6. Segmentation T7. Voice of the Customer ...