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Kevin Mitchell Leonor

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RE: Customer Discovery Questions

Posted By Kevin Mitchell Leonor Feb 23, 2021 8:00 AM
Found In Egroup: Customer Success Leadership Community \ view thread
I typically begin by confirming what I know about the customer with the customer so they dont feel like they are repeating themselves because they were likely asked the same questions by sales and implementation. 1) what led to the need to look into a new solution? 2) what are their biggest business ...

RE: Including Competitors in Health Score

Posted By Kevin Mitchell Leonor Feb 19, 2021 10:24 PM
Found In Egroup: Customer Success Leadership Community \ view thread
I like the idea. I think it would be more impactful if we identified if the risk is credible and there are ways to do that. Example: documenting if a customer asks about a feature that a competitor has. Even if you already have that feature, it shows that the competitor has the attention of the customer. ...

RE: Customer Journey Map Consultants

Posted By Kevin Mitchell Leonor Feb 19, 2021 10:22 PM
Found In Egroup: Customer Success Leadership Community \ view thread
I'm also available. I have built customer journey maps for companies and I deploy a map that is customer-centric while maintaining scalability. ------------------------------ Kevin Mitchell Leonor Customer Success Manager ------------------------------

RE: What does a high functioning CS organization look like?

Posted By Kevin Mitchell Leonor Feb 19, 2021 10:20 PM
Found In Egroup: Customer Success Leadership Community \ view thread
My criteria for defining my wants is based on factors I am looking for in the progression of my career: The opportunity for growth - whether that is a title promotion, increase book of business value, or increased responsibilities. Am I able to show a story of evolution as a professional Company health ...

RE: What does a high functioning CS organization look like?

Posted By Kevin Mitchell Leonor Feb 19, 2021 10:16 PM
Found In Egroup: Customer Success Leadership Community \ view thread
So the challenge to me is that it may be a negative mark in an interview to ask the question that will get the answer I want to know. The question is: Are your processes and responsibilities well defined? That can potentially translate to "I can't work in a fluid SaaS environment". I want to know the ...

RE: Incentivizing clients to attend training sessions

Posted By Kevin Mitchell Leonor Feb 19, 2021 10:10 PM
Found In Egroup: Customer Success Leadership Community \ view thread
I also recommend looking into Moodle, Intellum, and Chili Piper. I currently use Moodle and will be also using Chili Piper next month. ------------------------------ Kevin Mitchell Leonor Customer Success Manager ------------------------------

RE: Market Research for an idea

Posted By Kevin Mitchell Leonor Feb 19, 2021 10:07 PM
Found In Egroup: Customer Success Leadership Community \ view thread
You may be better served asking the question in this forum. Try posing. an open question on Gain Grow Retain. Use the tools Scott gave you to fill in gaps before you post your first question just to save you some time. Good luck. ------------------------------ Kevin Mitchell Leonor Customer Success Manager ...

RE: Customer Success Certifications/Accreditations

Posted By Kevin Mitchell Leonor Feb 19, 2021 10:05 PM
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Even though I can speak from experience, I will say your mileage may vary. I think that the certification I had from Gainsight helped me get past the screening call decent amount of times and I had only 8 months of CS experience going for companies with a bigger reputation than my last company. My wife ...

Looking to interview as many CS Recruiters as I can to create a report on what recruiters are looking for in a CSM

Posted By Kevin Mitchell Leonor Dec 14, 2020 1:00 PM
Found In Egroup: Customer Success Leadership Community \ view thread
It's time to answer the question of what do recruiters want, what are they willing to have as a substitute, and why is SaaS experience the number one barrier to entry for CS #Career ------------------------------ Kevin Mitchell Leonor Customer Success Manager ------------------------------

RE: If you had a magic button to automate any part of your role....

Posted By Kevin Mitchell Leonor Nov 12, 2020 11:06 AM
Found In Egroup: Customer Success Leadership Community \ view thread
It would be informative, but will not normally foster a conversation and that would be saved for the actual EBR which would also include feature release info, etc. yet it will remind the customer of ROI if they begin making budgetary decisions before our next EBR ------------------------------ Kevin ...

RE: How to identify and measure *time to first value metric* for customers?

Posted By Kevin Mitchell Leonor Nov 12, 2020 3:35 AM
Found In Egroup: Customer Success Leadership Community \ view thread
For me, it has to be the time to first aha moment or time to first milestone. Time to first value can be instantaneous in most cases. Take for example my company ringcentral. If a customer didnt have a phone service and now they have a phone service, that's instant value. But that is too easy and sometimes ...

RE: We need your help GGR!

Posted By Kevin Mitchell Leonor Nov 12, 2020 3:29 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Can't go with the J's. It's the close to the Jasons who does The Jasons Take on the World. Although knowing Jason Noble and Jason Whitehead, they would tell you to go with the J's. Haha. But may be confusing from a branding standpoint. honestly, this is a real headscratcher. What should you be called? ...

RE: If you had a magic button to automate any part of your role....

Posted By Kevin Mitchell Leonor Nov 12, 2020 3:20 AM
Found In Egroup: Customer Success Leadership Community \ view thread
I mentioned in fhe CSMOH that I wish EBR data extraction automatically populated all my data and talking points into my EBR deck. but I also wish I had an EBR dashboard that is custoner facing that the customer would be able to see as their first window daily that reminds them how valuable we are to ...

RE: Feedback, Whats the point

Posted By Kevin Mitchell Leonor Oct 8, 2020 12:27 AM
Found In Egroup: Customer Success Leadership Community \ view thread
One thing that is helpful is to give the feedback some weight and also be mindful of avoiding a firing squad. If I said, my customers said our guides are outdated, enablement may get defensive and has been defensive. Nobody wants to be told they are falling behind the customer expectations. But this ...

RE: Governance of customer email communications

Posted By Kevin Mitchell Leonor Oct 7, 2020 11:50 PM
Found In Egroup: Customer Success Leadership Community \ view thread
While I can't speak to my entire organization, RingCentral gives us autonomy to treat our book of business as if it is our business. So all communications does flow through me, and I engage with the appropriate departments as needed. This enables me to really have a 360 degree view of my customers and ...

RE: Do you prepare a wrap-up presentation at the end of the contract to present it to the final metrics?

Posted By Kevin Mitchell Leonor Oct 5, 2020 4:14 PM
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Definitely, This is usually performed in an EBR for me. I host my renewal EBRS before contract end date or before autorenewal date. ------------------------------ Kevin Mitchell Leonor Customer Success Manager ------------------------------

RE: Vetting CS Software Platforms- What are the best questions to ask?

Posted By Kevin Mitchell Leonor Oct 3, 2020 10:55 PM
Found In Egroup: Customer Success Leadership Community \ view thread
What are the things I need to have prepared to be successful in using your platform? this is important because there is not a single platform that will be CS in a box.... that includes the company CS in a box. you will be expected to have your CS identity fully developed. If you don't have a CS identity, ...

RE: Combating extremely aggressive pricing from competition

Posted By Kevin Mitchell Leonor Oct 3, 2020 10:50 PM
Found In Egroup: Customer Success Leadership Community \ view thread
We are in a weird spot because the ones who convinced our customers to buy with RC are now with the competitor. So some of the relationships we built are working against us. ------------------------------ Kevin Mitchell Leonor Customer Success Manager ------------------------------

RE: Pooled CSM Model

Posted By Kevin Mitchell Leonor Oct 3, 2020 10:48 PM
Found In Egroup: Customer Success Leadership Community \ view thread
At RingCentral we had a team called the Customer Success Response Team. This is for smaller accounts that don't meet minimum requirements of MRR for a CSM. so there is an email distribution that sends the emails to a CSRT Rep and they answer as a CSM ------------------------------ Kevin Mitchell Leonor ...

Combating extremely aggressive pricing from competition

Posted By Kevin Mitchell Leonor Sep 9, 2020 12:10 PM
Found In Egroup: Customer Success Leadership Community \ view thread
In my experience back at Comcast and Cox Communications, we had an all out blitz involving every department trying to beat Google Fiber who was putting up some aggressive pricing to enter the market like $500 signing bonuses and $30 off current market prices. We were able to match them dollar for dollar ...