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Jodi Millen

ThinkAthena

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ThinkAthena

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1 to 12 of 12 total
Posted By Jodi Millen Dec 3, 2021 10:09 AM
Found In Egroup: Customer Success Leadership Community
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Great question Rochelle! Survey fatigue is indeed a thing. Couple of thoughts I can offer: -don't just use surveys, try out different types of feedback approaches like graphical rating polls (thumbs up/down, emoji responses), mix up text-based surveys with image-based surveys, Video pulses (video ratings), ...
Posted By Jodi Millen Nov 24, 2021 11:12 AM
Found In Egroup: Customer Success Leadership Community
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I'll chime in here and add that onboarding to scale should probably also include some tailoring to industry/sector and ensuring that onboarding materials are available in a variety of formats to ensure accessibility. I have worked in several vastly different industries and each of them has its own industry ...
Posted By Jodi Millen Nov 24, 2021 10:59 AM
Found In Egroup: Customer Success Leadership Community
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Hi Klil, I think sharing ideas and inspiration is a great idea! You are so right - SaaS platforms can be intimidating - regardless of how versed or savvy a customer is so onboarding can be a big challenge. I know from being on both sides (providing onboarding and receiving it) that what customers have ...
Posted By Jodi Millen Nov 23, 2021 12:07 PM
Found In Egroup: Customer Success Leadership Community
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Hi Guy, I forgot to mention that as of yesterday, the Regional Director finally responded to me for the first time saying that he will honour my request to escalate the issue to someone in a higher positon of authority. They have not told me who that individual(s) might be. However, since the Regional ...
Posted By Jodi Millen Nov 23, 2021 12:06 PM
Found In Egroup: Customer Success Leadership Community
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Thank you so much Anita. That means a LOT. It is really a bad position to be in. I really appreciate your kind words. ------------------------------ Jodi Millen ThinkAthena ------------------------------
Posted By Jodi Millen Nov 23, 2021 12:02 PM
Found In Egroup: Customer Success Leadership Community
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Thank you Guy. Yes, I have pinged the CEO and CCO on LinkedIn. No response yet though. Investors are a great suggestion. I should also mention that their Canadian expansion is quite new which is why, I think, that I am having such difficulty in reaching someone to escalate the issue to. One of the reasons ...
Posted By Jodi Millen Nov 22, 2021 10:24 AM
Found In Egroup: Customer Success Leadership Community
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Excellent question Mark. I chose them because they were offering all of the features I needed to run international surveys and a communities platform to engage in ongoing research projects - I was looking for a community platform that was specific to data insights research. Along with the support, setup, ...
Posted By Jodi Millen Nov 19, 2021 12:44 PM
Found In Egroup: Customer Success Leadership Community
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Thank you Kevin! Yes, I have brought sales into the conversation and discovered that the CSM is also sales (the same person). I have now brought the regional director in as well. Still nothing. As in, the last I heard from them was Tuesday morning when the CSM said they would be getting onboarding materials ...
Posted By Jodi Millen Nov 19, 2021 12:42 PM
Found In Egroup: Customer Success Leadership Community
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Hi Carolyn! Unfortunately, they do NOT have their own community. But I was led to believe that they did when I signed. And I agree with you 100% - I am concerned. The client success manager is also the sales/account manager - also something I was not made aware of. 1.5 months after signing they told ...
Posted By Jodi Millen Nov 17, 2021 10:01 AM
Found In Egroup: Customer Success Leadership Community
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Hi Celine! This is a really great question and other members are providing excellent answers. I thought I would chime in with a thought. In some of my previous business development and account management roles (which all included client happiness and success responsibilities) demonstrating the value ...
Posted By Jodi Millen Nov 16, 2021 3:30 PM
Found In Egroup: Customer Success Leadership Community
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Thank you so much Andrew! Yes, my account manager/client success manager is green. But I tried to give him a chance to get his sea legs. In fact, one of the first things I ever told him after there was an issue with our migration and he did not tell us that there was an issue that would impact our new ...
Posted By Jodi Millen Nov 16, 2021 9:42 AM
Found In Egroup: Customer Success Leadership Community
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Hello, This is my first question to the community. My company hosts an online research community. The platform we use to host the community was supposed to have provided us with onboarding to manage the community and engage the members. Unfortunately, no onboarding has been provided. Whenever I ask ...