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Bob London

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Posted By Bob London Sep 20, 2021 9:18 AM
Found In Egroup: Customer Success Leadership Community
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Hi, Brooke. I may have shared this before but doing so again. I've had success with this email template, the goal of which is to engage the customer/prospect by reducing their level of effort to almost zilch. All they have to do is reply with a single digit. No clicks, no links, no cute copy. Obviously ...
Posted By Bob London Jul 26, 2021 10:14 AM
Found In Egroup: Customer Success Leadership Community
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Good morning! Every 2 weeks, I look at Customer Success job opportunities posted on LinkedIn in the last 30 days. Compared to 2 weeks prior: - US postings are up 6.4% - Non-US listings down nearly 15% - % of remote jobs worldwide up 17% And now, trivia! Without looking at the graphic or Googling, which ...
Posted By Bob London Jul 26, 2021 10:14 AM
Found In Library: Gain Grow Retain Community
#IndustryData&Insights
Posted By Bob London Jul 22, 2021 12:21 PM
Found In Egroup: Customer Success Leadership Community
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Brooke, you have to find "disruptive" ways to penetrate the customer's busy schedule and cluttered brain. Try having a C-level exec at your company send a personal email asking for 30 minutes to learn about the customer's business and see how things are going. This separates the outreach from the typical ...
Posted By Bob London Jun 17, 2021 12:05 PM
Found In Egroup: Customer Success Leadership Community
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Just subscribed via Spotify. Love it. ------------------------------ Bob London Chief Listening Officer ------------------------------
Posted By Bob London Jun 3, 2021 7:41 AM
Found In Egroup: Customer Success Leadership Community
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Curious whether CS leaders are asked to participate in marketing and sales strategy, like value prop, positioning, messaging? As a career marketer who's seeing first-hand the fantastic insights CS has access to regarding what's REALLY going on in the customer's mind, particularly the ACTUAL value they ...
Posted By Bob London Jun 1, 2021 9:28 AM
Found In Egroup: Customer Success Leadership Community
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+1 on this, Steve: " as execs want solutions, not discussions of problems." ------------------------------ Bob London Chief Listening Officer ------------------------------
Posted By Bob London May 10, 2021 9:56 AM
Found In Egroup: Customer Success Leadership Community
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Andres, thanks for the insight. I love that you ask " what makes their company unique compared to the competition." And yes unfortunately many company's cannot articulate an answer. Another couple questions along those lines are, "What is your customers' number one priority for the next 12 months?" ...
Posted By Bob London May 10, 2021 7:53 AM
Found In Egroup: Customer Success Leadership Community
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Kelli, sorry for the delayed response, which I love. Yes, the challenges do vary based on level of contact - as well as the purpose of the call and stage of the customer lifecycle. Asking "why" is a great method. And I really like the status quo question. One suggested to keep it even more open-ended ...
Posted By Bob London May 10, 2021 7:46 AM
Found In Egroup: Customer Success Leadership Community
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Hi, Keishla and thanks for pointing this out. Apologies, here you go: https://churnzero.net/infographic_strategiccustomerconversations/ Bob ------------------------------ Bob London Chief Listening Officer ------------------------------
Posted By Bob London Apr 26, 2021 9:16 AM
Found In Egroup: Customer Success Leadership Community
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Sounds very cool. I'm going to check it out.
Posted By Bob London Apr 26, 2021 9:02 AM
Found In Egroup: Customer Success Leadership Community
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Hey GGR'ers. I'm learning a lot lately about the challenges CSMs have around engaging customers at a more strategic, business level. Wondering what challenges and experiences you've had, either internally (team behaviors) or externally (customer recalcitrance). Here's my story: I've worked with 6 CS ...
Posted By Bob London Apr 14, 2021 11:59 AM
Found In Egroup: Customer Success Leadership Community
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This is very helpful and glad you're making progress in the transition! Thanks, - Bob ------------------------------ Bob London Chief Listening Officer ------------------------------
Posted By Bob London Apr 14, 2021 11:55 AM
Found In Egroup: Customer Success Leadership Community
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Excellent, thanks so much, Jordan. ------------------------------ Bob London Chief Listening Officer ------------------------------
Posted By Bob London Apr 14, 2021 8:55 AM
Found In Egroup: Customer Success Leadership Community
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Hi, Laura. Thanks! Curious: Any chance you're tracking CS talk vs. listen time? I'm trying to get some benchmarks for that metric. Thanks, - Bob ------------------------------ Bob London Chief Listening Officer ------------------------------
Posted By Bob London Apr 14, 2021 8:55 AM
Found In Egroup: Customer Success Leadership Community
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Alex, thanks so much for sharing this -- and William for asking the initial question! I mentioned this above also, but I'll ask you as well: I'm trying to benchmark or at least get a sense for CS talk vs. listen time. Any chance you're tracking that? Thanks, - Bob ------------------------------ Bob ...
Posted By Bob London Apr 14, 2021 8:52 AM
Found In Egroup: Customer Success Leadership Community
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This is great info, thanks for sharing, Jordan. I'm trying to benchmark or at least get a sense for CS talk vs. listen time. Any chance you're tracking that? Thanks, - Bob ------------------------------ Bob London Chief Listening Officer ------------------------------
Posted By Bob London Apr 14, 2021 8:50 AM
Found In Egroup: Customer Success Leadership Community
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Carl, totally agree! And also love the "therapist-grade listening" descriptor. Don't know that there are breakouts but yes, that's what I'm seeking, particularly for CS calls. One note: I actually think the data for top sales reps shows they listen (54%) a wee bit more than they talk (46%). - Bob - ...
Posted By Bob London Apr 13, 2021 8:58 AM
Found In Egroup: Customer Success Leadership Community
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Thanks, Ben. I know ExecVision well and am glad to hear you're having success with the platform. I'm not actually in the market for a solution but more interested in seeing if you or others have any baseline "talk vs. listen" metrics you're willing to share. Even just high level %'s? Best, - Bob -- ...
Posted By Bob London Apr 13, 2021 8:27 AM
Found In Egroup: Customer Success Leadership Community
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Ed, thanks for the reply and I definitely agree. With that said, it can be a challenge to extract "scalable" insights from individual convos. Gong's ability to study 1M sales calls was pretty cool and I found their report useful. ------------------------------ Bob London Chief Listening Officer ---- ...