List of Contributions

Bridget Lamb

MobileSmith Health

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MobileSmith Health

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1 to 17 of 17 total
Posted By Bridget Lamb Jul 8, 2021 1:50 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR community! I'm facing a scenario and I've searched the past conversations, finding some similarities (still helpful!) but not quite the same. If I missed something please point me in the right direction! We're not a startup company, but we're launching a new product and building new processes ...
Posted By Bridget Lamb Apr 21, 2021 10:04 AM
Found In Egroup: Customer Success Leadership Community
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I'm very interested in this as well. Following this conversation. @Jordan Silverman thanks for sharing your workflow. I'm cur​​ious to know if you've incorporated this into a CS platform? I'm evaluating options to implement at my company and one of the things I'd like is the ability to create journeys ...
Posted By Bridget Lamb Apr 6, 2021 9:18 AM
Found In Egroup: Customer Success Leadership Community
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Thanks ! Yes, the ability to combine different data sources and use them for well-rounded health scores is huge. Thank you for commenting!​ ------------------------------ Bridget Lamb Director of Customer Success MobileSmith Health Raleigh SC ------------------------------
Posted By Bridget Lamb Apr 2, 2021 8:37 AM
Found In Egroup: Customer Success Leadership Community
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Thanks @Jordan Silverman! Bringing in our product usage data and incorporating it into health scoring, along with other inputs, is incredibly important to me. I appreciate your feedback!​ ------------------------------ Bridget Lamb Director of Customer Success MobileSmith Health Raleigh SC --------- ...
Posted By Bridget Lamb Apr 1, 2021 2:50 PM
Found In Egroup: Customer Success Leadership Community
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I am curious to know how others would describe what a CS platform is to colleagues who are not in CS. It doesn't matter what platform (ChurnZero, Gainsight, Strikedeck, etc.) or what differentiates one from another. I'm really more interested in how to describe the purpose and value this tool brings, ...
Posted By Bridget Lamb Nov 10, 2020 4:53 PM
Found In Egroup: Customer Success Leadership Community
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Thank you Jim, you are exactly on point. I've started one step in the process by drafting a document about our support process, issue severity levels, and target response and resolution times (see my reply to Ido in this thread). I've asked leaders of the other teams for input on realistic resolution ...
Posted By Bridget Lamb Nov 10, 2020 4:37 PM
Found In Egroup: Customer Success Leadership Community
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Ido, thank you for responding. I love the idea of an on call dev person. Since my original post, I drafted a support process document, with the goal of making it a customer-facing document. I included a section on issue/ticket severity, definitions, customer response/update timeframes, and target resolution ...
Posted By Bridget Lamb Oct 22, 2020 8:57 AM
Found In Egroup: Customer Success Leadership Community
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Thanks Surendranath. I appreciate hearing how another organization is operating. I think I'm on the right path here. ------------------------------ Bridget Lamb Director of Customer Success ------------------------------
Posted By Bridget Lamb Oct 8, 2020 1:51 PM
Found In Egroup: Customer Success Leadership Community
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Hi everyone, I'm fairly new at a small technology company, serving as the Director of Customer Success. I've discovered a significant gap in our process for handling customer support tickets. I'd appreciate hearing how others manage the process from an internal perspective and from a customer-facing ...
Posted By Bridget Lamb Sep 15, 2020 8:59 AM
Found In Egroup: Customer Success Leadership Community
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@Anita Toth , thank you, these look interesting! I responded to her. ​ ------------------------------ Bridget Lamb Director of Customer Success ------------------------------
Posted By Bridget Lamb Jul 22, 2020 12:46 PM
Found In Egroup: Customer Success Leadership Community
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Thank you everyone for the great feedback about Loom! I appreciate hearing the many ways folks are using it, really great ideas! I'm trying out the free version and made a test video and it's so easy to use. I enjoyed learning about some of the other tools you're using, too!
Posted By Bridget Lamb Jul 16, 2020 8:51 PM
Found In Egroup: Customer Success Leadership Community
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Thank you so much, this is great! I forgot to ask what version folks are using: Basic (free), Pro, Business or Enterprise?
Posted By Bridget Lamb Jul 16, 2020 7:52 PM
Found In Egroup: Customer Success Leadership Community
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I heard Loom mentioned briefly today on the CS Leadership call. I'm going to check out the free version, but I'd love insights from anyone who uses it with customers. What do you use it for? Do you find that customers like the videos? Do you get better response/engagement with customers versus just ...
Posted By Bridget Lamb Jun 3, 2020 6:58 PM
Found In Egroup: Customer Success Leadership Community
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Thanks so much everyone! I appreciate all the comments. I recently started at a new company that doesn't really have a process for this and I want to improve that!