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Ido Barnoam

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Posted By Ido Barnoam May 4, 2021 3:05 AM
Found In Egroup: Customer Success Leadership Community
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Hey GGR community! I'm currently reading 's and Alison Picken's "The customer success economy" (highly recommend) and was wondering what other book recommendations the community might have around CS topics? I believe that the community can be an amazing place to learn from others, so please feel free ...
Posted By Ido Barnoam Mar 11, 2021 2:20 AM
Found In Egroup: Customer Success Leadership Community
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It was a real pleasure speaking . Thanks for the opportunity to share! One thing I would add pertaining to the first bullet is that another aspect of enablement is also creating, updating, and improving existing collateral i.e account review/EBR decks and any other collateral the team is using.​ Let ...
Posted By Ido Barnoam Feb 16, 2021 2:02 AM
Found In Egroup: Customer Success Leadership Community
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Hey @Sana Farooq I've actually transitioned to an enablement role recently and happy to share what we were looking for and what does the role involves in Cloudinary. Please Feel free to DM me and we could set up a call. ​ ------------------------------ Ido Barnoam Enablement Lead, Customer success Cloudinary ...
Posted By Ido Barnoam Feb 5, 2021 1:30 PM
Found In Egroup: Customer Success Leadership Community
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Hi Nicholas We are using Zendesk extensively for all of our customers, including mobile. Feel free to send me a private message and we could schedule a call. ------------------------------ Ido Barnoam Enablement Lead, Customer success Cloudinary ------------------------------
Posted By Ido Barnoam Jan 4, 2021 3:25 PM
Found In Egroup: Customer Success Leadership Community
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Hi Max I've not a lot to add to the tools that were already mentioned but the tools we use are: Gainsight Zendesk for support (we also use their Knowledge base platform for public knowledge base articles) Intercom for 1-to-many connections and interactions Mailchimp for mail interactions ...
Posted By Ido Barnoam Nov 26, 2020 3:38 AM
Found In Egroup: Customer Success Leadership Community
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Hi everyone. We are a medium-sized company (±270 employees) and growing rapidly. We are trying to get a measure of the right figures of a few metrics in our larger CS team. We have a support team and a CSM team. Our support team handles incoming technical tickets which consist of their main work capacity. ...
Posted By Ido Barnoam Oct 27, 2020 10:30 AM
Found In Egroup: Customer Success Leadership Community
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Hi If I understand the scenario you describe correctly there is currently a gap between what the support engineers can handle directly and what needs to be escalated​ to dev. In my previous company I had a very similar situation where I was establishing a new support team to support our new product. ...
Posted By Ido Barnoam Oct 26, 2020 9:00 AM
Found In Egroup: Customer Success Leadership Community
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Hey everyone 👋 I've recently transitioned to a CS enablement position, and for a while now I'm looking for KPI's that I could measure performance with. I tried looking for sales enablement KPIs at first. From what I could gather sales enablement positions usually use KPI's that are similar to these ...
Posted By Ido Barnoam Oct 9, 2020 4:44 PM
Found In Egroup: Customer Success Leadership Community
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Hey Our CS team was created alongside our company and in answer to the needs we needed and solutions we wanted to provide. So in that regard, I can also echo 's comment to define your needs and then set the orles. Currently, our team consists of (in order of creation): Technical support - which provides ...
Posted By Ido Barnoam Sep 29, 2020 7:49 AM
Found In Egroup: Customer Success Leadership Community
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Thanks, ! W are currently investigating this tool based on your response. Much appreciated.​ ------------------------------ Ido Barnoam Enablement Lead, Customer success Cloudinary ------------------------------
Posted By Ido Barnoam Sep 20, 2020 3:16 PM
Found In Egroup: Customer Success Leadership Community
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Hey @James Scott +1 to waht @Yanira "Janita" Sesniak said. I won't be able to att3nd as well, but if there would be a recording afterward I'll be more that happy to register and go over it ​​ ------------------------------ Ido Barnoam Enablement Lead, Customer success Cloudinary -------------------- ...
Posted By Ido Barnoam Sep 17, 2020 9:45 AM
Found In Egroup: Customer Success Leadership Community
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Thanks, Sunil! That's a great direction to explore. We'll look into it. ------------------------------ Ido Barnoam Enablement Lead, Customer success Cloudinary ------------------------------
Posted By Ido Barnoam Sep 14, 2020 7:37 AM
Found In Egroup: Customer Success Leadership Community
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Hi everyone Our support team currently uses KPI's that are pretty standard for support teams. Namely: 1st response time 2nd+ response times CSAT score from customers We also monitor the number of tickets each agent does, although it's not a KPI we measure the performance on. We are a very ...
Posted By Ido Barnoam Sep 7, 2020 6:34 AM
Found In Egroup: Customer Success Leadership Community
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Sure @Alex Farmer . Sent it over.​ ------------------------------ Ido Barnoam Enablement Lead, Customer success Cloudinary ------------------------------
Posted By Ido Barnoam Aug 27, 2020 3:45 PM
Found In Egroup: Customer Success Leadership Community
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I agree with @Markus S above. I think what you describe falls under Enablement. As a CS Enablement manager at my company, I don't necessarily go and look for friction points and remove them, but rather build and maintain processes and collateral for our entire CS team (which includes the CSM team and ...
Posted By Ido Barnoam Aug 18, 2020 9:11 AM
Found In Egroup: Customer Success Leadership Community
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Hi Kelly Contrary to the other thoughtful responders, I'm not part of the executive team in my company, so I have the advantage of giving a slightly different view on matters. We are a medium-sized SAAS company (±260 employees) who started its way as a bootstrapped startup. Ever since day one in the ...
Posted By Ido Barnoam Aug 14, 2020 4:57 AM
Found In Egroup: Customer Success Leadership Community
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Hi @Anastasia Magnitskaia ​ - I think that asking directly is the best way to go. On top of that, you could explore the company's Linkedin profile. Specifically, you could look for CSM roles and support roles. If the two different roles exist, I would guess that they are different and have different ...