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Lisa Pratt

UKG

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UKG

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1 to 7 of 7 total
Posted By Lisa Pratt Sep 14, 2021 2:14 PM
Found In Egroup: Customer Success Leadership Community
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Hello - We are in the process of evolving our customer relationship role to remove the commercial (cross sell/upsell and renewal) responsibilities. The thinking is that this allows for more time for the relationship manager to be focused on helping customers achieve value with their existing solutions. ...
Posted By Lisa Pratt Sep 14, 2021 2:05 PM
Found In Egroup: Customer Success Leadership Community
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Hi - My first question is what part of the journey do you consider onboarding? We tend to use that term for just after the sales is made. Our first "ah-ha" was the need for an onboarding experience to do two things: 1) engage the customer during the delay between signing the contract and having an implementation ...
Posted By Lisa Pratt Aug 23, 2021 9:51 AM
Found In Egroup: Customer Success Leadership Community
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We take a similar approach to Jordan. The advocacy team will source the candidate for a review and we work with CS to follow up. We have also done email campaigns and have done programs through G2. We have also been successful having a G2 booth at our user conference so we can catch customers in the ...
Posted By Lisa Pratt Aug 17, 2021 9:41 AM
Found In Egroup: Customer Success Leadership Community
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Another way to look at it, is what is the value of the touch? If an interaction is of low value to the organization or to the customer, those should be entirely digital. You can also try to digitize as step 1 and then only engage higher touch resources if the customer is not taking the desired action, ...
Posted By Lisa Pratt Jun 23, 2021 12:59 PM
Found In Egroup: Customer Success Leadership Community
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We use Upland Software RO Innovation. ------------------------------ Lisa Pratt UKG ------------------------------
Posted By Lisa Pratt Jun 22, 2021 11:02 AM
Found In Egroup: Customer Success Leadership Community
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Hello - I am wondering where your organization draws the line between Customer Marketing and Customer Success when it comes to helping customers be successful at scale. Clearly having a 1:1 conversation or providing information that will be helpful to very specific customer situations is best handled ...
Posted By Lisa Pratt Jun 22, 2021 11:02 AM
Found In Egroup: Customer Success Leadership Community
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Hi Marcus - We use a reference management system to track everything you mentioned plus other advocacy related data such as: are they willing to do case studies, speaking engagements, peer reviews on things like G2 crowd, speak to analysts, give PR quotes, etc.. We also keep note of what they are willing ...