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Steve Bernstein

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Posted By Steve Bernstein Apr 14, 2021 7:48 PM
Found In Egroup: Customer Success Leadership Community
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Hi @Laurie , ​ I'm so glad to see your post/question! It's not a "given" that CSMs should be responsible for strengthen account/customer relationships, nor are intermediate "process-metrics" as you describe well-adopted. That said, I'm not sure you just want meetings as your intermediate outcome. We ...
Posted By Steve Bernstein Apr 7, 2021 1:00 PM
Found In Egroup: Customer Success Leadership Community
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Hi -- I know has put together a great educational series around handling difficult conversations and engaging customers appropriately, and she's a terrific speaker. Also might check out as he provides a predictive index methodology to drive the most important projects​​​​ with a keen eye toward customer ...
Posted By Steve Bernstein Apr 5, 2021 3:40 PM
Found In Egroup: Customer Success Leadership Community
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Hi -- It'd be helpful if you could provide more context in your question... why do you want/need benchmarks and what business problems are you trying to address? In the meant​​ime, here's a blog on the topic that you might find helpful...? https://waypointgroup.org/if-someone-asked-what-is-a-good- ...
Posted By Steve Bernstein Mar 25, 2021 4:00 PM
Found In Egroup: Customer Success Leadership Community
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Hi -- There's a similar thread on GGR asking discussing this here: https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=16293829-5fcd-4423-9858-246a16fb10a4&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bmeddcb010-d263-4182-bcea-074630fb7217 ...
Posted By Steve Bernstein Mar 25, 2021 11:45 AM
Found In Egroup: Customer Success Leadership Community
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Hi -- why wait for the cancelation vs. keep customers engaged and telling you what works and what needs to be addressed, several months prior to their renewal event?​ If the "customer" (in quotes because I'm not sure what personae you intend to interview) isn't engaged with you to provide feedback while ...
Posted By Steve Bernstein Mar 22, 2021 6:37 PM
Found In Egroup: Customer Success Leadership Community
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Hi Ashley -- There's tons that can be automated through Salesforce and I'll let others chime in on some of those areas (happy to add though!) as there are 2 other levers that I often see being neglected: 1. CS is responsible for looking after individual accounts, but that shouldn't happen at the expense ...
Posted By Steve Bernstein Mar 17, 2021 6:58 PM
Found In Egroup: Customer Success Leadership Community
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Hi I've done hundreds of these over my career. Assuming you are presenting results in order to actually drive change (not just "fyi now go about your day") here are my thoughts: 1. Start with the initial objectives... what did you seek to learn, and why now? I.e. be sure it's tied to a business imperative ...
Posted By Steve Bernstein Mar 5, 2021 2:13 PM
Found In Egroup: Customer Success Leadership Community
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Hi -- In my humble opinion, there are generally 3 parts to this critical activity: 1. Customer Success must own the ​process of creating and identifying advocate/promoters. As part of the regular work that CS does, best-practice is to engage ALL the "right" contacts (e.g. key stakeholders, power users, ...
Posted By Steve Bernstein Mar 5, 2021 11:10 AM
Found In Egroup: Customer Success Leadership Community
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One of the most critical things I'd suggest is to set it up as a tracking study, so you can track sentiment​ for individual accounts and contacts over time. Here's an article from noted expert, Paul Piazza, who describes the process he uses: https://waypointgroup.org/nailing-the-handoff-part-one-onboarding/ ...
Posted By Steve Bernstein Mar 4, 2021 4:56 PM
Found In Egroup: Customer Success Leadership Community
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Hi That's certainly a very broad topic​ and I'd love to assist! A good voice-of-customer strategy will show you where things are working well, what needs to be prioritized for improvement, and what needs "an expectations reset" (i.e. no further investment planned)... I say that because it's critical ...
Posted By Steve Bernstein Mar 3, 2021 1:22 PM
Found In Egroup: Customer Success Leadership Community
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Thanks for setting up, facilitating, and driving an excellent discussion, !​ What's the best way to avoid drowning? Have a lifeboat! This hour provided excellent guidance for anyone looking to reduce "treading water" with the day-to-day interactions to get proactive (build the lifeboat!) by driving the ...
Posted By Steve Bernstein Feb 25, 2021 5:54 PM
Found In Egroup: Customer Success Leadership Community
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Hi -- Happy to do my best to help! My direct email is steveb (at) waypointgroup.org if you don't mind dropping me a quick note with what problem you are looking to solve (often that's info you don't want to post publicly) and I'll send over templates​ and/or resources we use. /Steve ------------------------------ ...
Posted By Steve Bernstein Feb 25, 2021 5:35 PM
Found In Egroup: Customer Success Leadership Community
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Happy to, I just sent you a link to an assessment template (questionnaire) along with a few questions​ to be able to provide the right resource(s) for your needs. I'm looking forward to helping out where I can... no stalking, no selling, just good networking and trying to add value! /Steve --------- ...
Posted By Steve Bernstein Feb 24, 2021 11:47 AM
Found In Egroup: Customer Success Leadership Community
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Hi Byron -- Happy to provide details and I Just replied to you privately with my direct contact info. Happy to help as I always appreciate collaboration and networking! /Steve ------------------------------ Steve Bernstein Head of Voice-Of-Customer Programs at Waypoint Research Group --------------- ...
Posted By Steve Bernstein Feb 10, 2021 11:41 AM
Found In Egroup: Customer Success Leadership Community
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Hi -- Automating the process is the easy ​part, but you still want to be sure you are humanizing the process where possible since relationships are built on human interactions. How are your Salesforce skills, and/or do you have any budget? Options out there can be implemented for far less than the ...
Posted By Steve Bernstein Feb 9, 2021 1:34 PM
Found In Egroup: Customer Success Leadership Community
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Hi @Jason Kobs, I confess I'm not a fan of the approach because it tends to "waste" executive time discussing problems where I'd prefer an EBR to work out the priorities and establish a Joint Success Plan (JSP) where there would be mutual agreement and responsibility. What works well for us is to reach ...
Posted By Steve Bernstein Feb 1, 2021 1:56 PM
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Hi I think our approach to EBRs may a bit different than others.​... in a nutshell, before the EBR we send a short assessment questionnaire to all the various constituents (key stakeholders, influencers, end users, etc) to be able to understand what is working well and what needs improvement. The assessment ...
Posted By Steve Bernstein Jan 25, 2021 7:17 PM
Found In Egroup: Customer Success Leadership Community
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Hi -- Do you have "trustworthy" evidence (data that adequately represents the financial value of the cohort to Cision)​ that shows how the lack of listening from the product team is hurting company financials? That's the ticket IMHO and needn't be a large undertaking. Even better, if you don't have the ...
Posted By Steve Bernstein Jan 19, 2021 12:28 PM
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Hi (and thanks for the gentle ping!) -- I do this "all the time" and it'd be ​​my pleasure to assist (direct email is steveb@waypointgroup.org if you want to connect). Before we'd hop on a call, it'd be very useful to have these things in mind: 1. What exactly do you want to learn? Is about a specific ...
Posted By Steve Bernstein Jan 15, 2021 12:01 PM
Found In Egroup: Customer Success Leadership Community
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Hi , sorry I wasn't clear and have no intention of this being either/or. My experience is that a deep and wide engagement strategy provides the opportunity to know where to focus in those follow-up calls. A normal interview might take 30 minutes -- a tall requirement if you're trying to get a cross ...