List of Contributions

Alejandro Sanchez

Contact Details


My Content

1 to 12 of 12 total

Exciting opportunity to start, grow and lead CS for an edtech company

Posted By Alejandro Sanchez Feb 15, 2021 11:14 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hey community. So a close friend who has a company in edtech located in Charlotte, is looking for a CS leader to join their team (can be remote but preferably someone located in the mid-atlantic portion of the US). They are looking for someone who has experience as a CS manager with the day to day challenges ...

RE: Has anyone formalized a customer executive sponsorship program within their CS org?

Posted By Alejandro Sanchez Nov 12, 2020 2:34 PM
Found In Egroup: Customer Success Leadership Community \ view thread
https://www.journyfy.com/tech-entrepreneur/knowledge-share-tech-entrepreneur/executive-sponsor-program ------------------------------ Alejandro Sanchez Bilingual Customer succes leader ------------------------------

RE: Contact Goes Silent - What's is your Strategy

Posted By Alejandro Sanchez Aug 4, 2020 12:01 PM
Found In Egroup: Customer Success Leadership Community \ view thread
I'll share a story of a very specific thing I did once that worked well related to changing the subject and getting personal but not too personal to the point that it gets weird ;). So we needed the attention of a c-level connection at a very large company to strengthen the relationship. Out contacts ...

RE: Cross-functional VOC Committee

Posted By Alejandro Sanchez Aug 4, 2020 11:31 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Jeff, The type of committee, the size, who's involved and what is discussed will vary depending on the goals. The more informative and less actionable your goals are, you can have a larger group, make it a short meeting, with some visual aids or guiding questions/topics, and a format open to discussion. ...

RE: How does your organization present QBRs / ABRs to SMB "Tech Touch" customers?

Posted By Alejandro Sanchez Jun 16, 2020 2:58 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Jeremy before I give you my perspective, it is worth reading this post about QBRs with high level stakeholders and (not said there but I assume) for enterprise customers: https://community.customerimperative.com/post/deliverable-for-qbr-ebr-5ee7c445a2a73a6083ea78ad. While for your long tail SMB, low ...

RE: Deliverable for QBR/EBR?

Posted By Alejandro Sanchez Jun 16, 2020 2:29 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Totally agree with @Andreas Knoefel on the length and the topics. Two quick things. You ask what's shared before to have a productive conversation. I always send summarized and actionable follow up notes right after a QBR meeting ends (I mean within a few hours to take advantage of freshness and higher ...

RE: What strategies have you used to engage with customers that are active with the Product (although not adopting new use cases or expanding) but don't engage with their CSM?

Posted By Alejandro Sanchez Jun 12, 2020 1:19 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Angela, there might be many reasons why they are not engaging with the CSM. Some reasons to worry about but others not to worry. Of course you still want clients to be engaged with your CSMs so this is a critical question you are asking. In these situations, what I've done before is first understand ...

RE: How involved is your CSM during implementation and onboarding?

Posted By Alejandro Sanchez May 15, 2020 2:01 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Alex I think the CSM needs to be involved since before the customer signs the contract so as to become a familiar face to the customer, and be aware of their goals, needs, connections, issues, challenges, etc. since the get go. The question is how much and how deep is the CSM involved. And that depends ...

RE: How to identify and influence change in non-customer centric companies?

Posted By Alejandro Sanchez May 8, 2020 7:25 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thank for sharing this story. I am glad they were open to listening. Sad that it took 3 CEOs and lots of losses but sadly many people have to be forced into this conversation rather than eased into it.

RE: How to identify and influence change in non-customer centric companies?

Posted By Alejandro Sanchez May 1, 2020 2:03 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Great points Kevin. I've heard about this stat but it's one of those that can be a made up one as I haven't found a legitimate source. So if you have a source, I would love to have it to better quote this when I need it. And yes, understanding individual and team goals and weaving those into a customer ...

RE: How to identify and influence change in non-customer centric companies?

Posted By Alejandro Sanchez May 1, 2020 2:01 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thanks Jay great list. I would argue that there needs to be signoff from the CEO regarding the importance of the CCO so that that person, whoever they are, can be taken seriously throughout the organization with their initiatives and customer centric metrics, case studies, exmaples, etc.

How to identify and influence change in non-customer centric companies?

Posted By Alejandro Sanchez Apr 30, 2020 7:50 PM
Found In Egroup: Customer Success Leadership Community \ view thread
I've worked at Sales first companies, Product first companies and Engineering first companies and they all say they are customer centric but they are customer reactive, not centric. I would argue most companies are not truly customer centric. Thoughts on this? And then I want to throw a question: what ...