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  • Hi Jeff, Great question..... I'm curious if the lack of responses is some form of an indicator at how few are doing this at all. Cost To Retain(CTR) is something I have wanted to track at a previous company and was decided by others that A. too complicated and B. not wanted/cared about by enough leaders. To my limited knowledge and experience, it seems there's a split between measuring CTR for all customers on an ongoing basis, versus measuring CTR for just those customers which are/have been at ...

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    Hey Matt, Agree with everyone else here. I think the overall concept of gaining alignment upfront and across all parties is really important. In addition, (in my experience) continued visibility through the onboarding process is just as important. That said, there might be a few ways to get there. I've used shared docs, generic project management software, etc. to do this in the past, but it's actually why I created Onboard.io . Would be happy to chat further. ------------------------------ Will ...

  • Another thing to consider: do you have enough bandwidth to provide 1:1 attention to your entire installed base? Or do you need to apply different CS model to different customer segments, aiming to balance business-feasibility / ROI with desire to ensure 100% install base coverage? How to care for the "long-tail" customers, if you have them? One idea for a low-touch approach is to create an ability for your entire customer-facing part of organization (sales, services, support) to be able ...

  • Emmanuel Malanda is definitely the true pro here and it's all important to mention that he's an all-around great guy! He has spent a lot of time with me and has provided me with invaluable advice around Customer Success for an on-prem solution. One of his first recommendations to me was to conduct a churn analysis. In the non-SaaS world, churn can equate to non-renewal of Support contacts. Dig into each Account that "churned" and try to discover why it occurred. For example: --Were there Support-related ...

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    Hi Michael - Thanks for your question. And thanks for doing the work to make incremental improvements to the QBR/EBR process. Success for me in EBR/QBRs is about seeing the reality of the relationship. Here are some questions I've used to better understand whether customers and companies are having their needs met in the relationship: What is working? What worked last time? What didn't work? What has changed? What did you think was important that turned out to be not as important? What did you think ...

  • ^^ In reflection, my post above may have come across too salesy. Sales/marketing IS NOT our goal. We want to learn. Here's a redo of our post...Please DM me :) -------------------------------------------------------------------------- Great Customer Success takes meetings. UpdateAI is building a solution to make meetings better – Including tools for automated note-taking, effortless CRM integration, instant follow-up emails, and more secret meeting magics. As we prepare to launch, we're asking ...

  • Hi, Jim I have established a CS practice for on-prem SW for HP Software a few years ago. Happy to share experiences. Let me know if you would like to have a direct chat. Cheers, Victoria ------------------------------ Victoria van Antwerpen Spencer Oracle ------------------------------

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    Hello fellow CS Community, I have a customer who is kicking off initial program launch and will test the grounds with a soft launch first to announce the program with their execs. Does anyone have any program launch playbooks that maps out key activities/critical pieces for initial rollout recommended to your customers? Looking for idea of templates that outline best practices for clients to consider when soft launching a new program. Thank you in advance! #CustomerSuccess #Strategy ------------------------------ ...

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  • Hello fellow CS Community, I have a customer who is kicking off initial program launch and will test the grounds with a soft launch first to announce the program with their execs. Does anyone have any program launch playbooks that maps out key activities/critical ...

  • Hello GGR, I'm looking for a tool that could help me plan out my cadence calls. I spend maybe about 15 minutes before every call to figure out what is the agenda of my next call based on success plan. It gets time consuming. I am looking for a way to ...

  • Change isn't easy for any of us, but we can become more flexible with practice. And our own comfort with being temporarily uncomfortable can enable others, too. Would love your participation in this LI poll: https://www.linkedin.com/posts/tobylucich_leadingchange-behavioralscience-elasticity-activity-6771122318556168192-pNjH ...

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