List of Contributions

Ben Bunting, Director of Renewals and Expansion

Contact Details


My Content

1 to 20 of 50+ total
Posted By Ben Bunting Sep 13, 2021 5:15 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
This may be a boring answer to a very interesting question @Chris Johnson - but we recently made an effort to solve for any recurring escalation/confusion clients may have 6-12 months after initial purchase. Contract terms, definisions, expectations etc... What a client remembers from sales regarding ...
Posted By Ben Bunting Sep 10, 2021 10:17 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Julie, At my last employer we used Customer Advisory Board . I'm not sure how much the name played into it, but we had a lot of success with the group. We were a ERP /CRM style software specficially for the IT, Managed Service space- so we had a group of about 10 customers. They commited to 2 meet ...
Posted By Ben Bunting Sep 8, 2021 2:52 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Everyone - This isn't Customer Success specifically but is relevant to anyone that is either leading or working within a team. I read an article from ladder.com about Zoom meetings, Zoom fatigue etc... In the article they reference a 1,000 person survey and much of the details are what you'd expect, ...
Posted By Ben Bunting Sep 3, 2021 1:16 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi @Larissa Carlotti - Congrats on the new role. Its a tall order to build the strategy, grow the team and be the CSM - but hey... you got this! @William Buckingham gave a great summary and list of questions. The only thing I'd add is keep it simple, be yourself, and be transparent. Show the customer ...
Posted By Ben Bunting Sep 2, 2021 1:59 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
@Jeff Breunsbach - Happy to join! just give me a date time!​ ------------------------------ Ben Bunting Director of Expansion Director of Retention ------------------------------
Posted By Ben Bunting Sep 1, 2021 1:41 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Thanks @Anita Toth - I've been trying to find a way to dig into more experienced users, and what they would search. I'll keep you posted if I have any luck :) ​ ------------------------------ Ben Bunting Director of Expansion Director of Retention ------------------------------
Posted By Ben Bunting Aug 31, 2021 4:50 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Thanks @William Buckingham clearly its messages we need to keep preaching :) ​​ ------------------------------ Ben Bunting Director of Expansion Director of Retention ------------------------------
Posted By Ben Bunting Aug 31, 2021 9:29 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Thanks Brian - I was inspired to research because I find it humorous that we're constantly explaining what is, and justifying the exitance of Customer Success... but apparently it is still a very relevant topic. ------------------------------ Ben Bunting Director of Expansion Director of Retention ...
Posted By Ben Bunting Aug 31, 2021 9:17 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Alex, Great question... and very challenging. One suggestion that has worked for me is use the excuse that you want to highlight something the admin or team has accomplished for the executive. EX : "You've achieved xyz growth In this area bc of how you implemented abc feature – I want to put ...
Posted By Ben Bunting Aug 30, 2021 5:44 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
We've all asked and answered the question "what is customer success", So I wanted to do a little research to determine what people are still asking google. I used some content research tools + Google's Keyword planner to find the results below. These details are extremely helpful if you're considering ...
Posted By Ben Bunting Oct 19, 2020 1:17 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
I would consider the complexity of the renewal compared to the responsibilities of the customer success manager. Enterprise contract renewal can be long and difficult. Procurement has only gotten more involved. Considering your goals, I'd expect at some point you need an account manager, or at least ...
Posted By Ben Bunting Oct 19, 2020 12:56 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Interesting thoughts on this thread. The Customer Success role is clearly on the rise, and companies are working hard to transition their strictly 'account manager" teams into a blend of Customer Success. However, I am doubtful that Customer Success will overtake Account Management. What is more ...
Posted By Ben Bunting Aug 12, 2020 2:17 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
I love that idea ! and will share it with our team :) We are really doubling down on surveys and part of that mission is driving the bevavior for clients to actually complete them. I really think you're on to something! ------------------------------ Ben Bunting Director of Expansion Director of Retention ...
Posted By Ben Bunting Aug 12, 2020 12:16 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Alex, I would start with making sure your leaders know that you enjoy it, you see a future in it and you are working to build something for the company and yourself. They probably already know this but make sure you're verbalizing these things. Next - think bigger than just right now. For example ...
Posted By Ben Bunting Aug 12, 2020 12:04 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi @Martina Guerra - can you do a rolling 3 month avg. So you're not just looking at tasks consumed in the moment, but over the course of 3 months how many do they consume. ​ ------------------------------ Ben Bunting Director of Retention ------------------------------
Posted By Ben Bunting Aug 12, 2020 11:07 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
@Anita Toth - you're off your rocker. ;) If possible I'd say find a way to close loop. We have quick thank you emails sent out by the CSM. However... we all have a million things we're trying to do at once so its hard to put that at the top of the list. Are the survey results (or fact a survey was ...
Posted By Ben Bunting Aug 10, 2020 1:34 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Building out the Account Managment team as we speak. That response perfectly outlines what I had in my head... copy and pasting into internal docs thx. ------------------------------ Ben Bunting Director of Retention ------------------------------
Posted By Ben Bunting Aug 10, 2020 1:20 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi @Amit - Great (yet extremely challenging) topic! 1.Remember what you're up against: Once a client decides NOT to renew it is extremely difficult to change their mind. Rarely will a client cancel on a whim. this means they've gone through a long process of review such as, survey all users, update ...
Posted By Ben Bunting Aug 10, 2020 12:52 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi @Brody Horton - interesting question. ​ The first thing that comes to mind is, instead of signing a new 12 month agreement with each package of assessements - consider having them sign an amendment to extend the existing contract. In your scenario it seems like you'd have one contract expiring ...
Posted By Ben Bunting Aug 4, 2020 1:27 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Great example and Story - thanks for sharing ! -- Benjamin Bunting Tampa Florida Sent with Mixmax