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  • Hi all, After my recent thread about how to comp a tech-driven team, I am going by Ed Powers advice to measure and comp on more of the leading activities this team can do vs the end outcome (Gross Retention) in order to motivate and reward them for things they can control. This engagement model requires HIGH levels of collaboration and alignment with our Product Marketing team. Has anyone else seen this done well or can refer me to other leaders who've led this model? Do you have any examples ...

  • , I worked for a long time in a company with a SaaS / non-SaaS / hybrid offering and although there are slight differences in how to manage the different segments, there are mostly similarities. So, those resources you found can actually help you! To highlight the similarities, try seeing your non-SaaS customers as though they're SaaS customers who prepaid for unlimited usage, and whose contract term is based on life of hardware instead of a calendar. During that term, you want your customers to ...

  • Great suggestions by all so far. A couple I'd love to see in addition: Customer Journey . They were such a huge topic last year and now I barely see them mentioned, replaced by success plans. In retrospect, are customer journeys not delivering value to CS orgs? Should we stop mapping them, or if not, should we think about how to integrate success plan management into them? Change management within your own company . As CS practices change, so do our communications and asks to other departments. ...

  • I have to say my alarms went off when you said " customers leverage their relationships, escalate over their heads, and have our executives overrule the boundaries and perpetuate the problem ". I suspect there's a communication problem within the exec team. Either each executive doesn't know where they fit into the company's scaling plan, or perhaps the company doesn't have a scaling plan yet. Either way, in my opinion only the CEO can fix the problem, which is why it's so important to have a CEO ...

  • I'm super curious to hear from those of you in a CS leadership role and those of you who have chosen a CS individual contributor role, what training you have received (internal to your company or from an outside source) that has had the greatest impact on your ability to produce considerable results in your as a CS Professional. If you're comfortable sharing the results and metrics that the training enabled you to move that would be really helpful as well. Thanks! #Career #CustomerHealth #CustomerSuccess ...

  • Hi Camille - In our case - all technical documentation goes into Confluence. All tech info ties also with product teams, engineering, backend, etc in a single source of truth. We CSMs use Catalyst - where we track customer notes, and whatever technical caveat or process that was addressed with a customer, simply put a hyperlink from Catalyst into Confluence for further details. Rest of CSM activity (NPS, Health Scores, licensing, renewals, etc) lives in Catalyst. For custom dev work or specific ...

  • Tons of great ideas here, it is exciting to see what everyone is working on! For my org, these are my top strategic initiatives for 2020/21: Change Management Training for CSMs Project Management Training for CSMs Removing NVA Work via Automation (Support) Improved Communication Planning for Product Launches Success Plans and Outcomes Customer Advisory Council Hope everyone has a great week!! ------------------------------ Jennifer Williams Director ShipHero ------------------- ...

  • Success plans and outcomes -- how to measure effectiveness! It's a new motion for our team. ------------------------------ Tracy Novello Manager, Customer Success ------------------------------

Can you help a colleague? Here are unanswered questions:

  • Hi all, After my recent thread about how to comp a tech-driven team, I am going by Ed Powers advice to measure and comp on more of the leading activities this team can do vs the end outcome (Gross Retention) in order to motivate and reward them for ...

  • I'm super curious to hear from those of you in a CS leadership role and those of you who have chosen a CS individual contributor role, what training you have received (internal to your company or from an outside source) that has had the greatest impact ...

  • I thought this to be an interesting collective of thoughts on a customer's approach to a bad experience: https://www.linkedin.com/posts/darrenprine_badcx-activity-6711482208118542336-hFIx There are a spectrum of ways to approach such experiences as ...

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