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James Fisher

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1 to 7 of 7 total
Posted By James Fisher May 3, 2021 5:13 PM
Found In Egroup: Customer Success Leadership Community
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Hi There I'm looking to launch a low maintenance, inexpensive "customer love program" that would provide IC CSMs a framework to send customers a small gift when certain events occur. This could be company/product related: processes first transaction Crosses a large threshold in volume processed ...
Posted By James Fisher Mar 17, 2021 9:51 AM
Found In Egroup: Customer Success Leadership Community
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Hi Shari, Hopefully I can shed some light on three requirements you are looking to address by leveraging Salesforce for your CS team. 1. Playbooks & Automation: from my experience this is a little tricky in SFDC (Salesforce dot com) right out of the box. There are ways to achieve this goal but ...
Posted By James Fisher Feb 10, 2021 10:42 AM
Found In Egroup: Customer Success Leadership Community
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hey Jason, great initiative. I read through some of the comments and I think there is some really good feedback from the community. It is all about finding what works best for your customers based on their involvement with your team and your product. In my previous role at Periscope Data/Sisense we grew ...
Posted By James Fisher Jun 17, 2020 6:10 PM
Found In Egroup: Customer Success Leadership Community
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Hey Alex, this is great and very thorough - really appreciate it. We've made strides on the first three points you mentioned, feels good to be trending in a direction that others have also gone. The redundancies one is an interesting - due to COVID-19 we have already had company wide layoffs, with the ...
Posted By James Fisher Jun 15, 2020 7:25 PM
Found In Egroup: Customer Success Leadership Community
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Hi CS team, So I worked for Periscope Data and then we merged/got acquired by another company. The Periscope team has been working fairly autonomously since the merger (May '19) and we are just beginning merging our CS teams. Does anyone have advice/experience on this? What to be aware of, what to ...
Posted By James Fisher Jun 12, 2020 12:46 AM
Found In Egroup: Customer Success Leadership Community
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@Krista Roberts I hired 3 new CSMs in November of last year and had 1 start in April. What are you anticipating your biggest challenges will be with 4(+1) CSMs onboarding at one time?
Posted By James Fisher Jun 12, 2020 12:46 AM
Found In Egroup: Customer Success Leadership Community
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My key focus area for the next 30 days with my team is figuring out how to best approach Q3 renewals whilst understanding the impact of COVID-19 after the initial shockwaves felt in March/April. How do we forecast churns/downgrades for impacted customers? Best ways to stay on top of customers that ...