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Rich Alessi

Modernizing Medicine

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Modernizing Medicine

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1 to 5 of 5 total
Posted By Rich Alessi Jan 13, 2021 2:41 PM
Found In Egroup: Customer Success Leadership Community
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Question for the team - If you have an install base sales team which sells software to your install base (i.e. "upsells" or "expansion sales") and this team is distinct from your new logo sales team, what is the internal and customer facing name of that team? This is not related to the CSM team but ...
Posted By Rich Alessi Jan 12, 2021 6:09 PM
Found In Egroup: Customer Success Leadership Community
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@Corinne Goldberg As a CSM (or PS or Support) employee at a software company, you have 1 thing that the customer is almost always highly interested know. "What do companies like me do / how do they do it". You know the answer since you see how all your customers operate - the wildly successful ones ...
Posted By Rich Alessi Jan 8, 2021 8:18 PM
Found In Egroup: Customer Success Leadership Community
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@Maddie Blumenthal I built exactly this at my last job (it worked!) and am in the process of building the same thing now at my current job. It's too much to type up but I can chat with you for 10-15 min and give you some advice. ------------------------------ Rich Alessi SVP Customer Success Modernizing ...
Posted By Rich Alessi Dec 24, 2020 7:22 PM
Found In Egroup: Customer Success Leadership Community
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Sign me up for the conference call to discuss this any time starting in 2021. Merry Christmas / Happy Holidays in the meanwhile. ------------------------------ Rich Alessi Modernizing Medicine ------------------------------
Posted By Rich Alessi Dec 23, 2020 11:58 AM
Found In Egroup: Customer Success Leadership Community
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I am working on this right now and am thinking of the following high level engagement model types based on customer segment/size. Example: Large - small ratio of customers per CSM, more experienced CSMs assigned to accounts, much more frequent structured/scheduled interactions - account reviews, ...