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Jeremy Donaldson

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Posted By Jeremy Donaldson Jun 4, 2021 5:29 PM
Found In Egroup: Customer Success Leadership Community
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GGR Community, We are excited to announce our July office hours series: Customer Engagement Strategies. Each week will be a focus sub-topic such as email campaigns, advocacy, KPIs, and more... We are recruiting GGR members to help us lead one of these sessions. If you are passionate about or are working ...
Posted By Jeremy Donaldson Mar 26, 2021 1:19 PM
Found In Egroup: Customer Success Leadership Community
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CS Leaders, If you woke up tomorrow in charge of a CS excellence strategy for your company, what would information, activities, training, processes, technology, and people would you want included? How would you define "customer success excellence" today vs. what would you like excellence to look like ...
Posted By Jeremy Donaldson Mar 16, 2021 5:53 PM
Found In Egroup: Customer Success Leadership Community
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A big thank you to for capturing and sharing the notes below! Please take a review of the notes and add your own! Summary: Ice-breaker: "If you weren't in CS, what would be your passion career?" Discussion question: What ways do you "tactically" capture voice of the customer? Capturing Voice ...
Posted By Jeremy Donaldson Feb 23, 2021 1:04 PM
Found In Egroup: Customer Success Leadership Community
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GGR Community, We want to market your CS events right here in GGR. We have started gathering event details from some of the CS Thought Leaders; however, we know that there are meetups, happy hours, mixers, webinars, panels, and more happening every week. If you'd like to have an event listed on on GGR's ...
Posted By Jeremy Donaldson Feb 1, 2021 9:20 AM
Found In Egroup: Customer Success Leadership Community
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Signed up . Looking forward to see you friday!​ ------------------------------ Humbly, Jeremy Donaldson Sr. Customer Success Manager ------------------------------
Posted By Jeremy Donaldson Feb 1, 2021 9:19 AM
Found In Egroup: Customer Success Leadership Community
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- Count me in as well for a #cybersecurity meetup. and ​​​​ have also been coordinating one so it might be worthwhile to combine efforts. ------------------------------ Humbly, Jeremy Donaldson Sr. Customer Success Manager ------------------------------
Posted By Jeremy Donaldson Jan 7, 2021 5:40 PM
Found In Egroup: Customer Success Leadership Community
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Hello GGR Community, What will be in your 2021 time capsule for what you hope the end of the year will look like for you - personally, professionally, and spiritually? What is your top initiative for Q1? These are the two questions we discussed on today's CS Leaders Office Hours. Some of the ...
Posted By Jeremy Donaldson Nov 12, 2020 11:39 AM
Found In Egroup: Customer Success Leadership Community
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- This is a great topic, and one that has come up on the CS office hours before. I think the way your handle a difficult conversation is dependent upon the type of issue, the personality of the customer, and just how big is the issue - meaning is the issue bigger for your company or the customer? For ...
Posted By Jeremy Donaldson Nov 12, 2020 9:40 AM
Found In Egroup: Customer Success Leadership Community
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- This is top of mind for us as well. This is super challenging! We are trying to consolidate everything to be reportable from Gainsight. We are 50-60% of the way there. The biggest challenge is the "customized" piece which is really hard to replicate in a scalable way. What is the biggest roadblock ...
Posted By Jeremy Donaldson Nov 12, 2020 9:37 AM
Found In Egroup: Customer Success Leadership Community
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- Internal adoption. That's a big one! Which CS software ​are you using? What adoption challenges are you currently facing? ------------------------------ Humbly, Jeremy Donaldson Sr. Customer Success Manager ------------------------------
Posted By Jeremy Donaldson Nov 12, 2020 9:36 AM
Found In Egroup: Customer Success Leadership Community
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@Matt Vadala - 1000% Yes to a transcriber service! ​Although we are not at a point were we could purchase let alone implement such a tool. Another item would be tighter integration between Outlook/365 integration and a CS software like Gainsight. Lots and lots of duplicated work. We use automate as ...
Posted By Jeremy Donaldson Nov 12, 2020 9:31 AM
Found In Egroup: Customer Success Leadership Community
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- We don't do this today. We have long term goals for a true community platform approach, but we don't have the resources to support that effort at this time.​​ ------------------------------ Humbly, Jeremy Donaldson Sr. Customer Success Manager ------------------------------
Posted By Jeremy Donaldson Nov 11, 2020 9:32 AM
Found In Egroup: Customer Success Leadership Community
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Hello GGR, This was a topic that came up in a recent CSM Office Hours that I'd love to open to the broader community. "What is the #1 goal/priority/action item that you are planning to attack in the first 30 days of the 2021"? ​​ #Career #CustomerSuccess #Outcomes #Strategy ------------------------------ ...
Posted By Jeremy Donaldson Nov 11, 2020 9:26 AM
Found In Egroup: Customer Success Leadership Community
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- Are we still meeting next week? If so, can you post the zoom link so I can add it to my calendar. ​ ------------------------------ Humbly, Jeremy Donaldson Sr. Customer Success Manager ------------------------------
Posted By Jeremy Donaldson Nov 11, 2020 9:24 AM
Found In Egroup: Customer Success Leadership Community
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Administration - logging calls, entering notes, updating relationship scores, customer contacts. AKA everything that is really important for remembering and tracking a customer, but it SUPER boring for someone like me who dislikes repetitive tasks. ​ ------------------------------ Humbly, Jeremy Donaldson ...
Posted By Jeremy Donaldson Sep 23, 2020 2:19 PM
Found In Egroup: Customer Success Leadership Community
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So sorry I missed this month's CyberSecurity meetup. I'm penciling the next one now. ------------------------------ Humbly, Jeremy Donaldson Sr. Customer Success Manager ------------------------------
Posted By Jeremy Donaldson Sep 14, 2020 4:54 PM
Found In Egroup: Customer Success Leadership Community
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Hi @Daniel LaFauci , Unfortunately, there is not a standard. However, I really like the content from SuccessHacker. I've also heard great things about PracticalCSM. ------------------------------ Jeremy Donaldson Sr. Customer Success Manager ------------------------------
Posted By Jeremy Donaldson Sep 14, 2020 4:51 PM
Found In Egroup: Customer Success Leadership Community
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Hello! I have been charged with building out the customer facing executive sponsor program slides for my customer success team. I am trying to avoid reinventing the wheel. Does anyone have any cool templates they could share with me or the community? Thank you a bunch! #Strategy #VoiceofCustomer --- ...
Posted By Jeremy Donaldson Sep 10, 2020 9:27 AM
Found In Egroup: Customer Success Leadership Community
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Hi @Tanuj Diwan , This is a yes and no answer for me. Yes - if the CSM will learn the process, understand proper escalation paths, learn the SLAs and turnaround timeframes, etc. Generally speaking, think the things that will help better set expectations with a customer while making it easier on you to ...
Posted By Jeremy Donaldson Sep 9, 2020 9:25 AM
Found In Egroup: Customer Success Leadership Community
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@Yanira "Janita" Sesniak - 8+ years ago someone gave me a chance to prove my worth through a FT internship. I am eternally grateful to that individual, and I have always tried to pay it forward where possible. My company will hire or internally transfer individuals with no prior CS experience into what ...