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Brooke Carrie

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Posted By Brooke Carrie Sep 17, 2021 9:39 AM
Found In Egroup: Customer Success Leadership Community
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I recently tried to use video to try to engage with stakeholders who were not responding to my requests for QBRs. I kept them short, 60 seconds, and very high level and to the point....kind of a teaser to get them interested in the meeting. Not a single person opened the video. I am very curious to hear ...
Posted By Brooke Carrie Sep 6, 2021 11:24 AM
Found In Egroup: Customer Success Leadership Community
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We just launched our first NPS program and are having some internal debates about how many times we should follow-up with those that don't initially response. Additionally, how many outreaches should we do to those who did respond and we want to gather more information from. I feel like there should ...
Posted By Brooke Carrie Aug 23, 2021 9:24 AM
Found In Egroup: Customer Success Leadership Community
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Great question! I am getting ready to launch our NPS program next week. I decided on sending out the survey every 6 months. I also have it in our backlog to have IT work on developing it so it pop-ups in our application every 3-6 months, with the intention that if they have filled it out recently then ...
Posted By Brooke Carrie Jul 28, 2021 11:14 AM
Found In Egroup: Customer Success Leadership Community
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We use HubSpot and I have been trying to figure out how to manage Customer Health Score in it or if I should look at other tools. Very curious to see what insight others have! ------------------------------ Brooke Carrie Director of Customer Success ------------------------------
Posted By Brooke Carrie Jul 28, 2021 11:12 AM
Found In Egroup: Customer Success Leadership Community
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Hey Anthony! I am also building a CSM team in a startup like environment. The way I approached it is we have tiers for clients and then within each tier there are different level of CSM's. CSM's can advance to handle different tiers of customers or they can stay within a tier that they excel in and still ...
Posted By Brooke Carrie Jul 21, 2021 9:20 AM
Found In Egroup: Customer Success Leadership Community
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Great question! I am doing the same thing. I was planning on having my team do the trainings at https://successcoaching.co/. ------------------------------ Brooke Carrie Director of Customer Success ------------------------------
Posted By Brooke Carrie Jul 6, 2021 9:43 AM
Found In Egroup: Customer Success Leadership Community
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Hi Saad! So my issue is with existing accounts that I have inherited; they are accounts that have never had a CSM before and been with our company for a while. My challenge is to get them to engage at all. Some of these customers won't respond to any type of outreach. I cannot get my foot in the door ...
Posted By Brooke Carrie Jul 6, 2021 9:35 AM
Found In Egroup: Customer Success Leadership Community
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I had thought of that but a lot of customers are in the same industry and in competition for customers against each other so they don't like sharing details with each other. With that being said, I do try to share general information across accounts - e.g., if someone is looking for a new ERP system ...
Posted By Brooke Carrie Jul 2, 2021 9:50 AM
Found In Egroup: Customer Success Leadership Community
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I am looking for ideas on proactive value-added outreach that my CSMs can do. The challenge is we are a full-service solution so a large portion of our client wants to set it and forget it – meaning they don't want to engage or to think about us. They know we will work and do our job in the background ...
Posted By Brooke Carrie May 17, 2021 2:22 PM
Found In Egroup: Customer Success Leadership Community
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I feel like this topic may have been touched upon earlier but I can't find the exact thread I am looking for (maybe I am wrong and it hasn't) - so I apologize if this is a repeat. I am wondering how others handle contract negotiations. Not upsells or starting the discussion about the contract renewal, ...
Posted By Brooke Carrie May 6, 2021 9:44 AM
Found In Egroup: Customer Success Leadership Community
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I am very curious to see what others have to say on this thread. I am also helping build up a CSM team in a growing startup. Right now, renewals are falling under my responsibilities but I feel strongly that CSM teams should not deal with that as it has the potential to taint the 'trusted advisor' role ...
Posted By Brooke Carrie May 4, 2021 4:55 PM
Found In Egroup: Customer Success Leadership Community
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Yes, if anyone has examples of a 30-60-90 plan that they are sharing I would appreciate it! ------------------------------ Brooke Carrie Director of Customer Success ------------------------------
Posted By Brooke Carrie Apr 30, 2021 9:40 AM
Found In Egroup: Customer Success Leadership Community
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I connect with customers after I have established a relationship with them. Taking the time to get to know them lets me figure out if they would be open to that type of external relationship or not. I do this for all level of folks with an organization that I have gotten to now. I wouldn't connect to ...
Posted By Brooke Carrie Apr 29, 2021 10:39 AM
Found In Egroup: Customer Success Leadership Community
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I would love to see your template in Notion, if you don't mind sharing. We also use both GSuite and Hubspot so it sound like it might be a good fit. I haven't heard of Notion but am going to research it now. ------------------------------ Brooke Carrie Director of Customer Success ------------------ ...
Posted By Brooke Carrie Apr 28, 2021 1:19 PM
Found In Egroup: Customer Success Leadership Community
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Hey Daryl, I actually have a 90 day goal where I have to present my 'lessons learned' after the first 90 days to our executive team. Laying out where I see our strengths and gaps are and how I feel we can improve. So it is interesting you bring it up. I would be interested hearing about your experience ...
Posted By Brooke Carrie Apr 28, 2021 1:14 PM
Found In Egroup: Customer Success Leadership Community
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Hi Qin! In addition to taking a step back and focusing on the customer journey, I have also been working on a tour of the both my internal and external customers. I agree that to be able to be successful I need to understand my clients first! Appreciate the advice! ------------------------------ Brooke ...
Posted By Brooke Carrie Apr 28, 2021 1:08 PM
Found In Egroup: Customer Success Leadership Community
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Thank you Chris, I will set up some to chat. I agree, it is great to have someone to bounce ideas off. Appreciate the offer! ------------------------------ Brooke Carrie Director of Customer Success ------------------------------
Posted By Brooke Carrie Apr 28, 2021 12:50 PM
Found In Egroup: Customer Success Leadership Community
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Thanks Brian, I am also trying to leverage a lot of the same resources (youtube, blog posts, etc). If you have any favorites I would love to know them. Thanks! ------------------------------ Brooke Carrie Director of Customer Success ------------------------------
Posted By Brooke Carrie Apr 28, 2021 12:49 PM
Found In Egroup: Customer Success Leadership Community
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Hi Andrew, I agree with what you said! I think in my eagerness I was trying to do too much at once and really need to take a step back and focus on that customer journey. I've been doing that the last few days and it is helping put together some pieces for me. Appreciate your feedback! ------------------------------ ...
Posted By Brooke Carrie Apr 23, 2021 10:07 AM
Found In Egroup: Customer Success Leadership Community
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Hello GGR community, I have recently started (2nd week) at a company as the first CSM team member. I have 7 years experience as a CSM but have never started up a department from scratch - a fun, but tough, challenge! As of now the only tools I have at my disposable are HubSpot, Teams, Power BI, and ...