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Brooke Carrie

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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 ...