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Ben Wanless

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Posted By Ben Wanless Mar 24, 2021 11:33 AM
Found In Egroup: Customer Success Leadership Community
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Hello Byron, I was coming here to recommend reading any of the number of books available on the Customer Success topic as a primer. But then Wayne dropped some knowledge in his post... And he has his own book coming out soon too. ------------------------------ Ben Wanless Customer Success Manager / ...
Posted By Ben Wanless Mar 3, 2021 12:11 PM
Found In Egroup: Customer Success Leadership Community
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What immediately came to mind is Hubspot's "Flywheel" model for a customer-centric business. It has some interesting ideas about momentum and growth and how that feeds back into the beginning of the marketing/sales cycle. And I think it's true, the best outcome from a fully retained/grown client would ...
Posted By Ben Wanless Feb 12, 2021 1:57 PM
Found In Egroup: Customer Success Leadership Community
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Hello Phil, My initial thoughts are that it may be difficult to come up with a standardized set of guiding principles. There is a wide variety of types of issues clients face and how urgent they should be resolved-- beyond your SLA defined response times. Some factors you could consider for escalation: ...
Posted By Ben Wanless Feb 12, 2021 11:15 AM
Found In Egroup: Customer Success Leadership Community
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Hello @Zohar Gillai, Google Sheets is where I typically start with these sort of projects-- QUERY and IMPORTRANGE are really useful built-in functions. Building the manual process is helpful in case later a developer/engineer has to translate your work to an automated process. Regarding the time series ...
Posted By Ben Wanless Jan 15, 2021 12:50 PM
Found In Egroup: Customer Success Leadership Community
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Hello Tim, Here is a starting place that I would heavily customize to fit for each customer, it's basically the same for a QBR: "It's been [length of time] since you started using [product/service]! I wanted to reach out to say thanks for being our customer. I'd love to connect and see how you're liking ...
Posted By Ben Wanless Jan 15, 2021 12:28 PM
Found In Egroup: Customer Success Leadership Community
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Hello Jude, Our CS team didn't have a separate tool to manage accounts, except for my hand-made excel spreadsheets. And while there are a lot of great features in Hubspot that we did end up using, (NPS/CSAT surveys, onboarding forms, emails comms), it was not our main go-to for customer management. There ...
Posted By Ben Wanless Jan 15, 2021 10:53 AM
Found In Egroup: Customer Success Leadership Community
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Hi Andrea, I am in agreement with Srikrishnan. It really depends how many clients you have and in what segments. Here is an example from my experience going through this process: At the time, my company was only offering a month-to-month subscription, and I realized that if a key account churned we would ...