List of Contributions

Rob Kagan

Boxless Consulting

Contact Details

Boxless Consulting

My Content

1 to 8 of 8 total
Posted By Rob Kagan Sep 6, 2021 3:35 PM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi I just wrote an article about onboarding and the introduction of a new customer to the CS team. Take a look - I hope it helps: https://www.linkedin.com/pulse/your-saas-onboarding-process-ready-lift-off-robert-kagan ------------------------------ Rob Kagan Boxless Consulting ------------------ ...
Posted By Rob Kagan Sep 2, 2021 10:29 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi All - I help many start-ups and smaller companies with their CX/CS initiatives. And the one thing they all have in common is a lack of time or bandwidth to create content to keep customers engaged during their customer journey. Case studies, industry-centric columns, "how-to" videos and articles, ...
Posted By Rob Kagan Aug 26, 2021 8:23 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
I use two slack channels for a lot of resources. Humans for CS and the Customer Success Leadership Network. ------------------------------ Rob Kagan Boxless Consulting ------------------------------
Posted By Rob Kagan Jul 8, 2021 9:25 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Amit - Here is the template I use with companies when I help them with onboarding... Define what onboarding means for the company – Does it just mean that the customer has configured their account and knows how to use it. If that is all there is to it then you will actually see customers graduating ...
Posted By Rob Kagan Jun 3, 2021 10:38 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Community - Creating customer journey maps is key to understanding the customer's experience, knowing where pain points are and give us a road map of how to add value for our customers at every interaction with our company. Add in personas and enterprise vs SMB........and the task is daunting...but ...
Posted By Rob Kagan Jan 31, 2021 9:34 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi I usually start by creating a customer journey map - complete with touchpoints and pain points. Love to use color for emotion on the map to show good and bad experiences (on average). Understanding that customer success is just one part of the customer experience is the key. ex. We do not think ...
Posted By Rob Kagan Jan 29, 2021 8:31 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Kate - I am a start-up guy. Started companies, sold them......now I mentor startups at Brown University, MIT, and MassChallenge. Feel free to touch base with me. One of the main keys to a startups success is engagement and specifically getting through the noise as a new company. There are so many ...
Posted By Rob Kagan Jan 27, 2021 8:06 AM
Found In Egroup: Customer Success Leadership Community
\ view thread
Hi Mark - I am running out for the day but just saw your post as part of my morning GGR e-mail (I am new to the platform). I have helped put together many start-up CS (and CX) teams and protocols. I sold my last company a few years back and have just been doing pro bono work with startups from Brown, ...