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  • SO AMAZING Andrew! I would love to meet and chat. Same link to book? :) ------------------------------ Gala Samokieszyn Lead Customer Success Manager A.L.A.N. Raleigh, NC ------------------------------

  • The approach that I have taken is around Value driven Outcomes. You need to understand your customer's business, there organizational/enterprise and personal goals, and be able to synthesize the two into opportunities for value realization. Ultimately you need to drive outcomes that meet the KPIs of your end customer and the specific stakeholders involved. Once you identify a list of potential value driven outcomes, you then need to work with your customer to identify the metrics available to ...

  • Hello - I haven't seen this type of post on GGR, so Moderators, if this isn't allowed just let me know. But my company Onboard.io is doing some research into our next integration, which is Asana. We're looking for CS Leaders that use Asana during their customer onboarding process to show us how they're using it. If you have a spare 30 minutes we'll provide a $25 gift card for your time. :) If that's you, feel free to grab a time on My Calendar . #Technology ------------------------------ Will Stevenson ...

  • Hi Great use case and way to expand on the benefit of the tool. I really like that idea. We have a really technical product which is generally very different depending on what applications it is plugged into. I could see using a Conversational Intelligence tool for grabbing quick 1-3 minute descriptions of how to pitch certain setups and explain those setups. Similar to your "golden moments" but more like "best way to explain" moments. Thanks all for the amazing insights you provided to this ...

  • Discussion

    Hi Laurie - here is a Performance-based metric scheme that could be useful to you. Very specific to driving right behavior around a bonus payout (monthly or quarterly). This is early stage CSM org where you need to "protect this house" and get renewals in order. The next phase would be to consider CSM incentive comp and/or managed ARR comp depending on commercial/non-commercial role. Metric Goal Weight Max Payout Renewal confirmation 90 days in advance ...

  • Discussion

    1. Prioritization is my biggest detractor 2. Early stage SaaS is the reference. 2 or 3 CSMs. Well defined process is lacking, and attention management is challenging. you have good people, with good biz sense - you can get good process in place but the first action is to ensure that your 3 CSMs are prioritizing the Customer over all else and that leadership has your back on this clear the blockers to customer-facing time and help your CSMs prioritize customer conversations ask for action ...

  • So whatever happened to Orientation? When I reference my work in Manufacturing, I think of the very specific programs and processes that the best run manufacturing plants had in place to welcome new employees. The best performing plants had empowered, high-performing, inclusive cultures that you could feel when you walked through the front door. And this culture was expressed through a relentless focus on Orientation and Onboarding of new employees. In the most productive plants, Orientation was ...

  • Discussion

    X is the biggest detractor of Customer Success at my company. Who or what is X? What is X's why? #CustomerJourney #CustomerSuccess #Strategy ------------------------------ Jeremy Mulder Customer Success & Leadership ------------------------------

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  • Hello - I haven't seen this type of post on GGR, so Moderators, if this isn't allowed just let me know. But my company Onboard.io is doing some research into our next integration, which is Asana. We're looking for CS Leaders that use Asana during their ...

  • So whatever happened to Orientation? When I reference my work in Manufacturing, I think of the very specific programs and processes that the best run manufacturing plants had in place to welcome new employees. The best performing plants had empowered, ...

  • Hi everyone, I'm working on improving our internal product enablement for new incoming CSMs and I would absolutely *love* to hear about how you do it. If you're able to share your guides, sample scorecards for mock calls, or similar, I would really ...

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