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Josh Rosenthal

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Posted By Josh Rosenthal Feb 2, 2021 12:53 PM
Found In Egroup: Customer Success Leadership Community
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Well-said and completely agree with your list, .​ Once the (1) #operations are in place and (2) value calculations are available and as automated as possible, it's time to focus on (3) #CustomerEducation as part of your #adoption strategy. ​​Lower the viscosity of high-touch ​​customers by offering as ...
Posted By Josh Rosenthal Jan 28, 2021 12:45 PM
Found In Egroup: Customer Success Leadership Community
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Thanks for putting all of this together, @Jeff Breunsbach . Would love to assemble a small-group based upon industry. There are several #Cybersecurity folks here, including @Joshua Lyons , @Matt Vadala ​​​, et al. that I would love to regularly be in touch with. ​​​ ------------------------------ Josh ...
Posted By Josh Rosenthal Jan 27, 2021 12:02 PM
Found In Egroup: Customer Success Leadership Community
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#freemium and #freetrial ​​offers are excellent avenues to reach influencers and decision-makers at your prospective customers, lowering your COA. It allows you to focus on your marketing to generate users to grow instead of leads to convert, and leaves room for analytics to assist your Sales and Customer ...
Posted By Josh Rosenthal Jan 26, 2021 12:32 PM
Found In Egroup: Customer Success Leadership Community
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In our breakout room today, a question we had was [ as posted on LinkedIn ] what metric(s) do you use to measure self-serve in adoption? This would be akin to ticket deflection in Support. That is, how do you measure the effectiveness of each asset you use to enable customers to self-serve their adoption ...
Posted By Josh Rosenthal Dec 28, 2020 2:01 PM
Found In Egroup: Customer Success Leadership Community
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Cattle vs Pets . . . but try and treat cattle more like pets and pets more like cattle. That is, the assets that I use for "cattle" -- tech- and low-touch users -- can be used directly or as a starting point for "pets" -- high-touch users who are often at strategic and enterprise companies. Though ...