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Andrew Marks

SuccessHACKER

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SuccessHACKER

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1 to 20 of 36 total
Posted By Andrew Marks Sep 14, 2021 3:04 PM
Found In Egroup: Customer Success Leadership Community
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Always part of my quarterly expectations with my team was some sort of investment back into the practice. Maybe it's a white paper, a wiki article, or a lunch-and-learn delivered by one of your team experts on a piece of functionality, topic, or customer story. There is nothing more valuable or impactful ...
Posted By Andrew Marks Sep 14, 2021 2:29 PM
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Lisa, Personally, I'm a fan of separating the two. CSM's should be focused on value creation and delivery. When commercial terms and negotiation enter the mix, you risk damaging the "trusted advisor" relationship that you're trying to build and maintain with your customer (are you really being a 'trusted ...
Posted By Andrew Marks Aug 6, 2021 12:58 PM
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1) You should be setting this expectation with your customers right from the start, potentially during the pre-sales phase depending on when you introduce the concept of your customer success team. Clearly explain to your customers what should go to support. 2) If customers contact CS for support-related ...
Posted By Andrew Marks Aug 3, 2021 12:49 PM
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We are just getting ready to release, later this month, our Level 5 certification which includes a 2-part course on PowerPoint/Google Slides Design training and best practices for presenting. Andrew ------------------------------ Andrew Marks SuccessHACKER ------------------------------
Posted By Andrew Marks Jul 28, 2021 10:40 AM
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Hi Stella! Welcome to the community. If your sales team is capturing the information that they SHOULD be capturing during the sales cycle in some sort of CRM system (e.g. Salesforce, Hubspot, etc..) a lot of that information already exists somewhere and you should get access to it. Regardless your CS ...
Posted By Andrew Marks Jul 28, 2021 10:31 AM
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I've done this a few times for clients, being the outsourced vendor who performed these surveys. I think it's a great idea and we got a lot of great information from it. A few recommendations based on my experience: Have an outsourced 3rd party do the work for you-always the best approach to get the ...
Posted By Andrew Marks Jul 28, 2021 10:23 AM
Found In Egroup: Customer Success Leadership Community
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IMO, I think that's a bad idea. You need to give your CS team a career path. People are interested in more comp but also career progression. Comp isn't something you show on your LI profile or your CV. Moving from an Associate CSM to CSM to Senior CSM to Principal CSM shows career progression. My two ...
Posted By Andrew Marks Jul 28, 2021 10:20 AM
Found In Egroup: Customer Success Leadership Community
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Mandate that customer asks need to be made through Customer Success. You're the gatekeeper and need to maintain that for the sake of your customer. Keep a log of every ask (in something as simple as Google Sheets) so you can track which customers are being asked what and not overburden them as well as ...
Posted By Andrew Marks Jul 7, 2021 1:29 PM
Found In Egroup: Customer Success Leadership Community
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Tristan, You might find our CSEB and Playbook Development tool handy. Andrew ------------------------------ Andrew Marks SuccessHACKER ------------------------------
Posted By Andrew Marks Jun 7, 2021 1:40 PM
Found In Egroup: Customer Success Leadership Community
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The LMS system we use on our backend is Thinkific and we've been very happy with both their performance and their support. Our front end has been heavily customized so it looks nothing like what Thinkific offers out of the box. But that's an example of how flexible it is. Andrew ------------------------------ ...
Posted By Andrew Marks May 6, 2021 7:09 PM
Found In Egroup: Customer Success Leadership Community
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Shari! Sorry, I've been absent on the Thursday calls lately. Saying my life is crazy right now is an understatement (in a good way). I love the framework angle. I also think you need to talk about the role this person would play in reviewing and evolving the customer journey, ownership of the methodologies ...
Posted By Andrew Marks May 4, 2021 11:11 AM
Found In Egroup: Customer Success Leadership Community
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Okay, so your CSM's create the environment for the renewal or expansion to happen. Why don't the AM's own the expansion then? It would seem to me that they should own that role instead of adding another body, and JD, to your headcount. It also adds yet another person that you need to pull into the customer ...
Posted By Andrew Marks Apr 28, 2021 6:48 PM
Found In Egroup: Customer Success Leadership Community
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Sarah, Do you have a renewals manager role already? If not, who is responsible for negotiating the renewal? Andrew ------------------------------ Andrew Marks SuccessHACKER ------------------------------
Posted By Andrew Marks Apr 27, 2021 4:25 PM
Found In Egroup: Customer Success Leadership Community
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Lindsey, We just launched a new public training program delivered with our partner, , around having difficult customer conversations. It's a combination of online learning and live instruction/workshop. It might be just what your team needs. We're also offering it as a private program as well. You ...
Posted By Andrew Marks Apr 26, 2021 11:44 AM
Found In Egroup: Customer Success Leadership Community
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Michael, So right of the gate, the product map influence is a big one for a senior executive. Just make sure that's genuine. I've seen teams offer that up but then very little of what the executives suggest are actually followed through on. As far as the WIIFM for a "Champion" introduction, I would ...
Posted By Andrew Marks Apr 25, 2021 7:36 PM
Found In Egroup: Customer Success Leadership Community
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Kelly, You might find this tool that we developed , helpful. Andrew ------------------------------ Andrew Marks SuccessHACKER ------------------------------
Posted By Andrew Marks Apr 23, 2021 12:23 PM
Found In Egroup: Customer Success Leadership Community
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Brooke, Congrats on your new role and the opportunity to build a team. You should be focused on your customer journey and the methodology behind how you're going to deliver it, first and foremost. As you go through the process of defining your "engagement blueprint", you'll uncover phases and tasks where ...
Posted By Andrew Marks Apr 22, 2021 9:55 AM
Found In Egroup: Customer Success Leadership Community
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Gala, You might find our CSEB tool helpful in your effort. We can hop on a quick Zoom and I can walk you through it. Andrew ------------------------------ Andrew Marks SuccessHACKER ------------------------------
Posted By Andrew Marks Apr 14, 2021 3:35 PM
Found In Egroup: Customer Success Leadership Community
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I really like asking someone to build out a deck about a topic or issue that they know and can teach something about. It could be a hobby or a previous product that they supported. It should include an explanation of the topic along with a walk-through of some aspect of the topic where they are put in ...
Posted By Andrew Marks Apr 14, 2021 12:30 PM
Found In Egroup: Customer Success Leadership Community
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Shari, I've been doing this for nearly two decades. I've engaged with accounts as a leader, early on in the sales cycle to provide the standard "pitch" about what we do and what to expect, but then assign a specific individual later in the sales cycle, maybe at 70% or 80% confidence level, to begin engaging ...