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Anna Alley

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Posted By Anna Alley Jun 10, 2021 11:02 AM
Found In Egroup: Customer Success Leadership Community
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I think this is a great topic! Definitely something I've seen my team struggle with as well. I think where we typically see those lame duck scenarios are when the POCs are not bought into the value of your product or offering. They were likely not involved in the decision (or actually preferred a different ...
Posted By Anna Alley May 24, 2021 4:47 PM
Found In Egroup: Customer Success Leadership Community
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I agree with what everyone else has said and would add a few additional thoughts. Transparency and honesty are key to building trust with your team. If you show them (responsible) vulnerability, then they are more likely to be vulnerable and transparent with you. Ensure you have clearly communicated ...
Posted By Anna Alley May 17, 2021 3:51 PM
Found In Egroup: Customer Success Leadership Community
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I don't think your unique. My CS Team does not own the contract negotiation either. They'll bring in the existing sales team for any contract negotiations. I think there's still debate if that's the "right" model, but you are not alone! Thanks! ------------------------------ Anna Alley Director of Customer ...
Posted By Anna Alley Apr 26, 2021 5:34 PM
Found In Egroup: Customer Success Leadership Community
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Can't wait for further discussion on this! We have just started to dip our toes in the water. We've identified the most common value drivers for our customer base and our CSMs are responsible for capturing their top 3 value drivers in Salesforce (out of that picklist). As part of that discussion, they ...
Posted By Anna Alley Apr 1, 2021 8:23 AM
Found In Egroup: Customer Success Leadership Community
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I would think the questions/concerns around productivity would have been answered during WFH this past year. Were they less productive in 2020 than in previous years? If not, then I would think allowing them to have the same options make sense. Our company is going to largely WFH optional policy. Likely ...
Posted By Anna Alley Mar 24, 2021 9:24 AM
Found In Egroup: Customer Success Leadership Community
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Hey Shari, Thanks for organizing! Unfortunately I'm out on vacation that day, but could you send to my colleague jsuess@avidxchange.com? Also, if there's any way to record that would be amazing and I'll watch it when I get back! Thanks, ------------------------------ Anna Alley Director of Customer Success ...
Posted By Anna Alley Mar 19, 2021 4:56 PM
Found In Egroup: Customer Success Leadership Community
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Would definitely love to participate if possible! ------------------------------ Anna Alley Director of Customer Success & Advocacy ------------------------------
Posted By Anna Alley Mar 18, 2021 8:24 PM
Found In Egroup: Customer Success Leadership Community
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I am also very interested in this thread! We are shifting to Salesforce Lightning and will be rolling out additional Salesforce modules for CS later this year. Similar to Shari, at this time another platform is not an option for us, so I would love to see how people have most effectively used Salesforce! ...
Posted By Anna Alley Feb 24, 2021 9:19 AM
Found In Egroup: Customer Success Leadership Community
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I actually would love to learn more as well! We are implementing Salesforce Lightning, and then plan to add in the CS modules, etc. that Salesforce has available. It would be great to understand how others are taking advantage of this functionality. Thanks! ------------------------------ Anna Alley ...
Posted By Anna Alley Feb 19, 2021 9:45 AM
Found In Egroup: Customer Success Leadership Community
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You've already got a lot of great responses, but I figured I'd add as we are attempting to use a few not listed here. Similar to Intercom, we are rolling out Chameleon for in-app communication, tours, etc. We're also connecting that with a calendar scheduling tool (Chili Piper) to allow customers to ...
Posted By Anna Alley Feb 10, 2021 6:24 PM
Found In Egroup: Customer Success Leadership Community
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Hey Joe, Today, we're actually generating the reports/charts directly from an internal reporting server that allows us to have the standard template created and then we set up the list of admins to receive the report (customized based on their individual portal activity). Thanks! ------------------------------ ...
Posted By Anna Alley Feb 10, 2021 8:56 AM
Found In Egroup: Customer Success Leadership Community
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Hi All, I'm late to the party, but we just sent our first round of E-BR's in January. We shared data and analysis that highlighted how they were using the system, where there were areas for improvement, etc. and paired the charts with a one-pager explaining the data and what it might mean for them. ...
Posted By Anna Alley Dec 29, 2020 3:04 PM
Found In Egroup: Customer Success Leadership Community
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Hi Sandra, I would love to see this as well if you don't mind! aalley@avidxchange.com Thanks! ------------------------------ Anna Alley Director of Customer Success & Advocacy ------------------------------
Posted By Anna Alley Dec 11, 2020 9:15 AM
Found In Egroup: Customer Success Leadership Community
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I definitely think that Customer Experience is a component of Customer Success. On my team the teammates who "own" responsibility more related to VOC, Customer Experience, etc. actually have separate responsibilities from Customer Success Managers (they're essentially a sub-group within my team). It's ...
Posted By Anna Alley Dec 10, 2020 12:05 PM
Found In Egroup: Customer Success Leadership Community
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Would love to hear from companies that have a single CS team supporting multiple product lines and how you define engagement model across areas of the product. #CustomerSuccess #Roles&Responsibilities ------------------------------ Anna Alley Director of Customer Success & Advocacy --------- ...
Posted By Anna Alley Dec 10, 2020 12:02 PM
Found In Egroup: Customer Success Leadership Community
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How do you address/manage the problem of a customer potentially having multiple points of contacts in your organization and how to know who to contact for what? #CustomerSuccess ------------------------------ Anna Alley Director of Customer Success & Advocacy ------------------------------
Posted By Anna Alley Dec 10, 2020 10:42 AM
Found In Egroup: Customer Success Leadership Community
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I like the concise statement provided by James, but would build it out just a little bit more: Customer Success proactively engages with our customer base to provide them with the insights, information, and support to identify and achieve their desired outcomes with the best possible experience, thereby ...
Posted By Anna Alley Nov 19, 2020 12:04 PM
Found In Egroup: Customer Success Leadership Community
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Hey Jarren, Thank you for the response! You're definitely in line with my thoughts as well. This was something that was "proposed" by a different leader, so I wanted to ensure I didn't have a blind spot that I just wasn't thinking about, but the responses so far have confirmed my opinion. The problem ...
Posted By Anna Alley Nov 16, 2020 4:08 PM
Found In Egroup: Customer Success Leadership Community
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Hey Everyone, With the introduction of a health score for the first time, we're being asked now how we're going to "re-structure" our limited CSM team based on now having the score. I'm curious what different methodologies others might have used after introducing a health score to their teams for the ...
Posted By Anna Alley Nov 12, 2020 11:34 AM
Found In Egroup: Customer Success Leadership Community
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Hey Anita, A really good program that our company uses is called "Crucial Conversations". There are books, but also courses related to this and it creates a shared language across the entire company. It is often positioned as more of a way of having difficult conversations between co-workers, but I've ...