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Jared Orr

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The Future of Customer Success for Startups

Posted By Jared Orr Jan 6, 2021 10:31 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi GGR family, I've been reading The Startup's Guide to Customer Success by Jennifer Chiang (great read! link below) and it's got me thinking a lot about the CS and Startup relationship. It's no question that SaaS startups need to adopt a customer-centric mindset as early as possible and I think more ...

RE: Start-ups: Creating Your Customer Journey

Posted By Jared Orr Dec 7, 2020 6:12 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Just watched it. Thank you for sharing, Anita! ------------------------------ Jared Orr ------------------------------

Start-ups: Creating Your Customer Journey

Posted By Jared Orr Nov 19, 2020 9:40 AM
Found In Egroup: Customer Success Leadership Community \ view thread
It's no question that creating a quality customer journey is critical for any business. But the businesses that implement it quicker will be better off in the long run, in my opinion. When start-ups are constructing a customer journey, here are 3 questions I recommend asking: If I could put 100 ...

RE: Customer Experience and Customer Success

Posted By Jared Orr Nov 10, 2020 3:49 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Super cool, Melissa! Do you see this kind of structure a lot with other companies? Do you think in the near future, more companies will have an "experience" team and a "success" team? ------------------------------ Jared Orr Customer Success Leader | Virtual Data Rooms ------------------------------

Demand Generation: Through The Lens of CS

Posted By Jared Orr Nov 9, 2020 7:06 PM
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Hi GGR Fam, I've recently been thinking about Demand Generation and how customer success can play a pivotal role in it. Many say demand generation is more a marketing responsibility but I think there's much more to it than that. Creating demand for a product or service doesn't end when a client signs ...

RE: CSM Interview Case Study

Posted By Jared Orr Nov 9, 2020 6:50 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Alex, When I was interviewing for the company I currently work at, they gave me three mock companies. I had to study each company and their products. During one of the interviews, the interviewer acted as the client and expressed some specific issues she was having. I had to address her concerns as ...

RE: Customer Experience and Customer Success

Posted By Jared Orr Nov 6, 2020 2:14 PM
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Love the analogy, Jessica! ------------------------------ Jared Orr Customer Success Leader | Virtual Data Rooms ------------------------------

RE: Customer Experience and Customer Success

Posted By Jared Orr Nov 6, 2020 2:13 PM
Found In Egroup: Customer Success Leadership Community \ view thread
David, yes, that makes perfect sense. I appreciate your feedback. In your experience, have you seen Customer Success departments handle more CX projects than marketing departments? In my limited experience, I've seen CS take on the role of CX more so than the average marketing department would. I guess ...

RE: Customer Experience and Customer Success

Posted By Jared Orr Nov 6, 2020 2:09 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Alissa, I couldn't agree more. Most companies I have seen (and I'm young, so I admit my knowledge in this is limited) don't have an 'official' CX department. While marketing can be a great help with this, usually they seem to be more focused on non-client facing matters. CX tends to fall on the laps ...

Customer Experience and Customer Success

Posted By Jared Orr Nov 5, 2020 10:41 AM
Found In Egroup: Customer Success Leadership Community \ view thread
So I've heard a lot of buzz about CS and CX being two different things. While I understand the reasoning, I honestly believe they are one and the same. CS is all about creating long-term relationships with clients by ensuring their successful adoption of your product. CX is more geared towards your company ...

RE: Ways to engage decision makers

Posted By Jared Orr Oct 27, 2020 10:19 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Jeff! One thing I have done to engage decision-makers in a similar scenario is by asking one of the end-users who see value in our service to set up an account review with the two of us and the decision-maker. Positioning the call/meeting as an account review makes it sound more important than just ...

ChurnZero Best Practices

Posted By Jared Orr Oct 13, 2020 7:48 PM
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I have no experience working with CS software and my CS team will be implementing ChurnZero next week! I'm pretty excited to learn about it and optimize our CS efforts. This Friday, our team will meet and brainstorm how we want to best use this tool. Does anyone have any tips or best practices for ChurnZero? ...

RE: Asking open-ended questions

Posted By Jared Orr Sep 8, 2020 4:50 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Great question ideas, @Brian Hartley . I particularly like the third one about getting them involved in a beta group. ​Also, if your company has a Client Advisory board or is simply in need of a testimonial, that would also be a great way to keep the client engaged. ------------------------------ Jared ...

Customer Success Manual vs Playbook

Posted By Jared Orr Sep 8, 2020 4:45 PM
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I just had a great conversation about CS playbooks and wanted to share some thoughts with my GGR network. First off, in my opinion, there is a difference between a manual and a playbook. A manual is the 200+ page book that most companies have yet nobody reads. A playbook is a compilation of processes ...

RE: Should we introduce work arounds for problems or wait for a permanent solution?

Posted By Jared Orr Sep 3, 2020 10:46 AM
Found In Egroup: Customer Success Leadership Community \ view thread
I would say this is a case-by-case thing. Of course, we should always collaborate with the product and support teams and communicate these client requests to ensure their needs are met in a timely manner. But there are some situations when the client is in need of the solution sooner rather than later, ...

RE: Career Advice

Posted By Jared Orr Sep 2, 2020 7:58 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Stefanie, Very sorry to hear about your layoff and I wish you all the best with your search. I'm currently reading the LinkedIn playbook by Justin Welsh. I can't recommend it enough. It gives you a step by step guide on how to stand out on LinkedIn. And if you want not to make a name for yourself ...

RE: New Member- Career Pivot

Posted By Jared Orr Sep 2, 2020 7:50 PM
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Welcome, Cory! You're on the right track with getting certified. If you have experience working directly with clients in any capacity, focus on that when your writing your resume and speaking with CS hiring managers. Being an effective CSM is all about proactively ensuring that your clients are having ...

RE: The 5 Key Ingredients of a Success Plan

Posted By Jared Orr Aug 26, 2020 5:21 PM
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This is great @Benedict Fritz . It's simple yet touches on everything that is needed for a successful success plan. Question for you: Do you think it's important to have a success plan like this that is made to be shared with clients AND a success plan that is used for internal purposes in order to help ...

RE: The Three Pillars of Customer Success

Posted By Jared Orr Aug 26, 2020 1:03 PM
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Hi @Markus S , that is more for internal purposes. As I mentioned in my reply to @Jarren Pinchuck , each of the 3 pillars will have sub-pillars that will allow internal CS teams to know what to do in order to attain what needs to happen in 1,2, and 3. ​​ In your view, is an Account Plan made with the ...

RE: The Three Pillars of Customer Success

Posted By Jared Orr Aug 26, 2020 11:49 AM
Found In Egroup: Customer Success Leadership Community \ view thread
I really appreciate your thoughts, @Emmanuel Malanda . The more CS executives I speak with, the more I realize how outdated NPS is becoming. I have spoken with a few that have strong opinions about how much they dislike NPS. The company I currently work for does "Exit Interviews" where when a client ...