List of Contributions

Russell Bourne

Contact Details


My Content

1 to 20 of 50+ total
Posted By Russell Bourne Nov 23, 2020 4:44 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
@Yanira "Janita" Sesniak replying twice because there is another way you could try to work with this prospect. You could basically say, "This is a good opportunity for us to experiment with how we would scale with a low-touch model. It would potentially help us see if customers can self-guide using ...
Posted By Russell Bourne Nov 23, 2020 2:22 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
@Yanira "Janita" Sesniak , since this is still a prospect, you have the opportunity to decide whether their proposal is consistent with your operating model and how you want to scale. Imagine if you agree to this deal as they described it - they pay you for software and get absolutely no touch. In ...
Posted By Russell Bourne Nov 20, 2020 4:27 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Emily, that's absolutely right. If employees look around and see diversity, and acceptance, then they become free to be themselves. Also, potential applicants see an employer that will give them a fair shot. I'll message you! ------------------------------ Russell Bourne ------------------------- ...
Posted By Russell Bourne Nov 20, 2020 3:42 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
the video ​​​posted was eye-opening for me when I first saw it. He nailed comp planning issues I've had as a leader, but could never quite articulate, backed it up with science, and offered an alternative. If you can measure your Strategic CSMs on something, maybe stick to leading indicators that they ...
Posted By Russell Bourne Nov 20, 2020 3:28 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
that's a weird one. The first thought I have is, the recruiter must have thought the interview would be of value to them; so, what do you think they wanted to get out of it? Is it possible you're selling yourself short and they thought you were qualified for the management role? One other possibility ...
Posted By Russell Bourne Nov 20, 2020 2:55 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
and it's existentially exhausting to spend your professional life suppressing who you are and/or pretending to be someone you're not. In fact, there's increasing evidence that burnout has more to do with maintaining one's "work mask" than their workload. ​​Unfortunately, burnout is just about universal ...
Posted By Russell Bourne Nov 9, 2020 2:52 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
​in most cases I argue whoever owns the renewal/upsell also owns the cancellation aversion and order processing. It's natural because usually renewal and cancellation are the possible outcomes of the same conversation. From a leadership point of view it also eliminates the risk of a rift between teams ...
Posted By Russell Bourne Nov 9, 2020 2:23 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
time is often the biggest ask you can make of anyone, especially at the executive level. A huge part of them being effective at their job is delegation. With that in mind, one of the best ways to gain executive engagement is to make it easy for them to say no. If they think engaging with you is going ...
Posted By Russell Bourne Nov 9, 2020 2:04 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
would you be able to expand here on the reasons behind the change? Whatever it is, is going to affect what kind of change management is the best route for you. I'll borrow from here and say that when you transition communications from personal to automated, make sure you always view the communications ...
Posted By Russell Bourne Oct 28, 2020 4:18 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
There's going to be a lot of great advice in this thread. , what was it about you that made them hire you on the Director path in the first place? Can you identify that those things are still things they need? Companies need different talents at different stages of their growth, particularly in the ...
Posted By Russell Bourne Oct 28, 2020 4:04 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
that's a great system. I see a lot of comments here supporting clawbacks, which I also support. (Side question, how do you claw back a deal from a salesperson who has left the company, anyone?). However, let's focus on the other part of your TBTS system that I think is the standout. When expectations ...
Posted By Russell Bourne Oct 23, 2020 1:37 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
I like the birthday idea a lot. It's great to form personal relationships with customers if they're genuine, and if a CSM has a good memory for things like sports, pets, food, etc. But it doesn't have to be memorized to be genuine. Notes in the CRM are just as good. ​ ------------------------------ ...
Posted By Russell Bourne Oct 21, 2020 4:27 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
I'd like to start by saying it's on leadership to communicate what the company's goals are and how each team and person fits into hitting the goals. If you have AM and CS (either at the rep or management level) jockeying for account ownership, then somewhere above them the communication chain broke ...
Posted By Russell Bourne Oct 21, 2020 3:25 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
, you're on the right track by thinking of the CRM as something the customer journey has to run smoothly through. In particular I'd encourage you to make sure you end up with the following things: Fields that populate and refresh automatically, to the highest extent you can get. Examples would ...
Posted By Russell Bourne Oct 7, 2020 7:26 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
I just completed the survey. It was fast and I encourage everyone to do so. I'd like to emphasize that doing right by the components of DEI is not charity. Any group is stronger if its members bring diverse viewpoints, experiences, and ideas to the table. ------------------------------ Russell Bourne ...
Posted By Russell Bourne Oct 7, 2020 2:27 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
, great that you're in a position to grow so much. I'll first echo and say, think about where you have needs and aim toward solving those. As for non-CSM roles, there's great value in splitting your CS ops into a data analyst as well as a program manager. I've found both of those things are full-time ...
Posted By Russell Bourne Oct 6, 2020 5:02 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
, too bad about lack of telemetry - hope that's something they'll invest in in the near future. One thing I forgot to mention about comping on monthly RR: in our case the product had metered usage, so CSMs were incentivized to drive increased usage each month whether that meant a formal upsell or just ...
Posted By Russell Bourne Oct 6, 2020 2:30 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
, I've dealt with this exact problem and although my workaround wasn't perfect, it was fair. Basically, instead of comping upon explicit renewal transactions, we comped on the amount of recurring revenue that was active in that given month. In addition to smoothing out lumps caused by 3-year terms, ...
Posted By Russell Bourne Oct 2, 2020 3:50 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
@Renee Bochman , I'd like to offer a different way to segment your meetings. To set the stage, as a CS leader you should analyze all of your past churn. Identify the key reasons for it, and decide which reasons you have the resources to combat - likely along the 80/20 rule. There's no way I'll describe ...
Posted By Russell Bourne Sep 28, 2020 2:50 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
, I worked for a long time in a company with a SaaS / non-SaaS / hybrid offering and although there are slight differences in how to manage the different segments, there are mostly similarities. So, those resources you found can actually help you! To highlight the similarities, try seeing your non-SaaS ...