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Daryl Colborne

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1 to 20 of 31 total
Posted By Daryl Colborne Apr 9, 2021 10:37 AM
Found In Egroup: Customer Success Leadership Community
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Hey Ty, For #1, I believe our Marketing Team uses Marketo and they seem to like it. Not sure if this will help, but for #2, I love using Drift to connect with the customer, show them something briefly, etc. Otherwise, I'll use Camtasia to record and screen share something that needs to be more formalized ...
Posted By Daryl Colborne Apr 7, 2021 10:29 AM
Found In Egroup: Customer Success Leadership Community
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This sounds great. I’d love to see as well! Maybe we should post all these questions in the library so that the masses can also see?
Posted By Daryl Colborne Mar 30, 2021 1:03 PM
Found In Egroup: Customer Success Leadership Community
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Hi Ramona! I can understand where you are coming from. In my world, Customer Success is confused too often with Support and sometime even with Account Management (AM is on the sales side). It is very important that there is differentiation between the roles and defining the responsibilities of each ...
Posted By Daryl Colborne Mar 23, 2021 3:03 PM
Found In Egroup: Customer Success Leadership Community
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Shari, Thanks so much for organizing...if you need any help, just let me know! My email is daryl.colborne@zerto.com Thanks, Daryl ------------------------------ Daryl Colborne Director, Customer Success ------------------------------
Posted By Daryl Colborne Mar 19, 2021 6:37 PM
Found In Egroup: Customer Success Leadership Community
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Hey guys, Would you mind if I crashed the party? I’d love to attend and see Quip in action. Regards, Daryl
Posted By Daryl Colborne Mar 17, 2021 9:21 AM
Found In Egroup: Customer Success Leadership Community
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Hi Shari, et. al, I'm using a tool called Quala.io. I consider it to be our Customer Success CRM. It ties directly into SFDC and allows us to set automations off of trending information by customer. We are non-SaaS and have a very small CS team serving A LOT of customers, so an example of this would ...
Posted By Daryl Colborne Mar 1, 2021 1:15 PM
Found In Egroup: Customer Success Leadership Community
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Emmanuel Malanda is definitely the true pro here and it's all important to mention that he's an all-around great guy! He has spent a lot of time with me and has provided me with invaluable advice around Customer Success for an on-prem solution. One of his first recommendations to me was to conduct a ...
Posted By Daryl Colborne Jan 25, 2021 9:39 AM
Found In Egroup: Customer Success Leadership Community
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Hi guys, Here is what my team and I created. Hope this helps! Regards, Daryl ------------------------------ Daryl Colborne Director, Customer Success ------------------------------
Posted By Daryl Colborne Jan 25, 2021 9:38 AM
Found In Library: Gain Grow Retain Community
Posted By Daryl Colborne Dec 30, 2020 12:10 PM
Found In Egroup: Customer Success Leadership Community
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Sandra, I'd love to see this as well and appreciate you sharing :) My email address is daryl.colborne@zerto.com Regards, Daryl ------------------------------ Daryl Colborne Director, Customer Success ------------------------------
Posted By Daryl Colborne Dec 29, 2020 10:31 AM
Found In Egroup: Customer Success Leadership Community
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Looks like we are going to have quite a turnout for this call....great stuff guys! Please remember to send me an email at daryl.colborne@zerto.com so I can forward you the invite. Regards, Daryl ------------------------------ Daryl Colborne Director, Customer Success -------------------------- ...
Posted By Daryl Colborne Dec 28, 2020 11:10 AM
Found In Egroup: Customer Success Leadership Community
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This is great! Looks like we have some interest. I'll set up a Zoom call for one day next week. For those interested in attending, feel free to shoot me your email address at daryl.colborne@zerto.com and I'll add you to the invite ------------------------------ Daryl Colborne Director, Customer Success ...
Posted By Daryl Colborne Dec 24, 2020 2:03 PM
Found In Egroup: Customer Success Leadership Community
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Hi all, Great post and responses so far. I recently went through a segmentation exercise with Customer Success Champion Committee of cross-functional team members and we agreed on the best way to segment our customer base. Given that, I am right around the same stage in building Customer Success as ...
Posted By Daryl Colborne Oct 13, 2020 5:11 PM
Found In Egroup: Customer Success Leadership Community
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Hi all, I'm in the same boat as a lot of you! I think it's a relief to know that Customer Success is not only a B2B SaaS function. The software product we sell at Zerto is an on-prem software used primarily for IT resilience (disaster recovery/business continuity). We also have very little visibility ...
Posted By Daryl Colborne Sep 29, 2020 10:17 AM
Found In Egroup: Customer Success Leadership Community
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Hey Jeff! As we have embarked this year on building Customer Success at Zerto, I am trying to determine how to best serve our large customer base (7000+) and deliver on outcomes when we have a very small team of CSMs. We've started by focusing the majority of our attention on the segment of accounts ...
Posted By Daryl Colborne Sep 17, 2020 8:48 AM
Found In Egroup: Customer Success Leadership Community
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Hi Manish, Samma's questions in response to yours are important to determine what specific questions to ask at particular points in the customer's journey. In general though, one of my favorite questions to ask is an open ended one: "How satisfied are you with <vendor name> as a whole" and if they ...
Posted By Daryl Colborne Sep 14, 2020 1:59 PM
Found In Egroup: Customer Success Leadership Community
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Andrew, Would you mind if I took you up on your offer with the playbook builder? Regards, Daryl Colborne ------------------------------ Daryl Colborne Director, Customer Success ------------------------------
Posted By Daryl Colborne Aug 11, 2020 5:27 PM
Found In Egroup: Customer Success Leadership Community
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Very helpful, Emmanuel! One thing...when you refer to churn, I'm assuming you're referring to not renewing their M&S contract, correct? As for, the activities/events leading up to possible churn, we will definitely be looking heavily at support ticket and escalation-related data Thanks again! -- ...
Posted By Daryl Colborne Aug 11, 2020 3:00 PM
Found In Egroup: Customer Success Leadership Community
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Hey Jeff, Not sure how many customers you have and/or CSMs, but if you are leveraging a high touch model where you CSMs are often in contact with your customer base, you could have the CSMs run a periodic "assessment" of the key customer stakeholders (Economic buyer, Decision Maker, Champion and/or Users, ...
Posted By Daryl Colborne Aug 11, 2020 2:22 PM
Found In Egroup: Customer Success Leadership Community
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Hello All, I'm looking for some advice from this awesome audience :) The software company I work for, Zerto, offers both a subscription and a perpetual license option to customers. The vast majority of customers purchase perpetual licenses, leaving a very small segment of customers that have purchased ...