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David Jackson

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Posted By David Jackson Jul 21, 2021 4:45 AM
Found In Egroup: Customer Success Leadership Community
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I would echo and strongly reinforce what Ed says: most comp plans are not effective long term and often do more harm than good. One of my favourite sayings is "Common practice is rarely best practice"; and this is case in point. Comp plans, particularly commission-based plans are to organisations what ...
Posted By David Jackson Jun 16, 2021 4:48 PM
Found In Egroup: Customer Success Leadership Community
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Shari Late to this. I am just implementing an approach that combines the two - an approach I am calling Customer Development Planning. It's based on a simple premise that value drives revenue either by creating a stronger case for renewals and/or addressing additional pain/gain points that needs additional ...
Posted By David Jackson Dec 5, 2020 7:23 AM
Found In Egroup: Customer Success Leadership Community
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Angela, A simple formula Ax Q = O: Activity x Quality = Outcome is a way to think about this. If CSMs are doing enough of the right things (A) well (Q) then, ceteris paribus, they should generate the right results (O). Identify the data points for each category and build the CSM dashboard around them. ...
Posted By David Jackson Nov 29, 2020 5:19 AM
Found In Egroup: Customer Success Leadership Community
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Walter, Grab that job! It is what CS is really about - putting value to customers at the ore of the company: the red thread that defines what you market, what and how you sell and how you ensue the customer achieves their goals. Your starting points: 1. Company-wide, use case based ICPs with an emphasis ...
Posted By David Jackson Nov 15, 2020 10:12 AM
Found In Egroup: Customer Success Leadership Community
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Matt, I have no doubt that you will end up with success but can't help sharing a few (wacky?) ideas. First, as soon as you label something, it sets expectations about what that individual/team does and, by definition, what they don't do. This often leads to a fragmented experience for customers, who ...
Posted By David Jackson Oct 27, 2020 5:12 PM
Found In Egroup: Customer Success Leadership Community
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Anna Two comments. I struggle with the idea of cost neutrality. I have always viewed good CS as a profit centre. Anything that is seen only as a cost is viewed as something that can be cut. I am giving a workshop on the financial elements of CS at The Customer Conference in November if you want ...
Posted By David Jackson Oct 20, 2020 6:59 AM
Found In Egroup: Customer Success Leadership Community
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Michael, I think the best way to present this is as a pro forma P&L showing expected revenue (renewals and upsell/crosssell) and the costs required to achieve that. You can then position investments in terms of how they will impact your P&L in the budget period and beyond. As leaders, we should ...
Posted By David Jackson Oct 19, 2020 1:55 PM
Found In Egroup: Customer Success Leadership Community
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Hi, Is anyone using Salesforce Einstein's machine learning to improve health scores and would be willing to share experience? If not Einstein, what about other ML apps. Thanks Dave J #CustomerHealth #Technology ------------------------------ _____________________________________________ David Jackson ...
Posted By David Jackson Oct 19, 2020 3:29 AM
Found In Egroup: Customer Success Leadership Community
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Matthew Lots of good advice to which I wold add one thing. Have the candidate interviewed by peers or, if you are hiring for a head of, by members of the team they are managing. In my experience, this input is very insightful. Peers know the job better than you and will test to ensure they are getting ...
Posted By David Jackson Oct 16, 2020 6:07 AM
Found In Egroup: Customer Success Leadership Community
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Jeff, Curious to know why you think this is an end of year activity. Dave J ------------------------------ David Jackson CEO ------------------------------
Posted By David Jackson Oct 16, 2020 6:05 AM
Found In Egroup: Customer Success Leadership Community
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Jeff Here's an expansion of a few thoughts I put into in the chat during the discussion. CS getting involved in Deal Reviews is a bad idea because it is tackling the wrong problem at the wrong time. Deal Reviews typically happen in mid-late stage opportunities by when the marketing and sales teams ...
Posted By David Jackson Oct 9, 2020 10:11 AM
Found In Egroup: Customer Success Leadership Community
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Here's a radical idea - the customer owns the renewal! Owning suggests that you have something in your possession and only the customer can give you the gift of their continuing business. OK that's not what you wanted to hear. I do however think that if we spent half the time we currently spend on ...
Posted By David Jackson Oct 8, 2020 6:33 PM
Found In Egroup: Customer Success Leadership Community
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Matt, This is a big question so if what follows is a long reply, its because I didn't have time to write a short one. My reply is shaped by having been a SaaS CEO for 15 years reporting to a board for most of those and a non-exec board member. This experience is limited to small/medium B2B SaaS companies, ...
Posted By David Jackson Oct 8, 2020 2:52 PM
Found In Egroup: Customer Success Leadership Community
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As Matt suggests, it is not primarily about ​ownership and reporting. Ownership can only be considered when the work has been defined. Figure out what has to be done then you can pinpoint the skills require and then who does what. I can guarantee that you will find that multiple roles will be involved ...
Posted By David Jackson Oct 8, 2020 12:34 PM
Found In Egroup: Customer Success Leadership Community
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Jay, In my experience, the biggest challenge to the success of the pooled model is the quality of the history with a customer. You never want to be in a position where a customer has to repeat info they have already shared. Ignore this at your peril. Dj ------------------------------ David Jackson ...
Posted By David Jackson Sep 9, 2020 9:03 AM
Found In Egroup: Customer Success Leadership Community
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Julie, I would advise you focus less on the differences between CS and other functions and more on what capabilities are needed across the company to deliver value to customers. Great CS is a company-wide process that requires deep collaboration. ------------------------------ David Jackson CEO --- ...
Posted By David Jackson Sep 9, 2020 8:44 AM
Found In Egroup: Customer Success Leadership Community
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I agree with Ed. Compensation plans rarely drive meaningful performance improvements. There is a second issue with narrowly focused comp plans: they drive a narrow focus when we all know that great CS requires a company-wide approach. For me, that also means company-wide incentives. My favourites ...
Posted By David Jackson Sep 9, 2020 8:37 AM
Found In Egroup: Customer Success Leadership Community
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Matt, Like you, part of my background is with a VoC provider. This e-book explains how we used to advise our customer on VoC program design. Cheers Dj ------------------------------ David Jackson CEO ------------------------------
Posted By David Jackson Sep 9, 2020 8:36 AM
Found In Library: Gain Grow Retain Community
Posted By David Jackson Jul 24, 2020 11:11 AM
Found In Egroup: Customer Success Leadership Community
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@Will Pagden ICP is critical. The key is not a good fit assessment by CS - this often causes more tensions as CS is seen as the 'stop sales' team. Real success in this has four elements: It starts with meaningful (ie not lip service) company wide agreement on ICP and an ICP fit score as part of the ...