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    Great question Rochelle! Survey fatigue is indeed a thing. Couple of thoughts I can offer: -don't just use surveys, try out different types of feedback approaches like graphical rating polls (thumbs up/down, emoji responses), mix up text-based surveys with image-based surveys, Video pulses (video ratings), Hotspots for images, long-form text responses (analyzed with wordclouds). All of these work really well for capturing emotional sentiment, which, when combined with numerical stat data presents ...

  • Hey Nicholas, Absolutely happy to expand. I view Implementation (in most cases) as the first part of Onboarding. Many companies blur the lines between the two and in the first (or second) meeting post sales they train the customer on the software. From my experience this almost never works. At this point it's almost like the customer is coming off a high + a stressful situation. They've found a software that will help them solve a problem. They were really excited. They went through some sort ...

  • Hi Luke - I have worked extensively with Zendesk for smaller to larger size (complex workflow) Support team. The platform is robust. I am not familiar with Intercom, but quick scan shows me that their scope for Support is limited. So if you have already decided to migrate to Zendesk as opposed to evaluating and comparing, I think you should look at this holistically, as an overall new implementation instead of feature by feature migration. Then look at the features that directly interface across ...

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    Greetings everyone, First post :-) Excited to connect! I would like to get feedback on customer survey best practices. I am expanding our VoC program for 2022 and would like to roll out an effective program that doesnt cause survey fatigue and encourages responses. We currently send NPS, CSAT at the end of each support transaction, and Post implementation CSAT. I would like to add CES but am thinking that could be too much. 1. Any best practices on the number of surveys and frequency of each ...

  • Hi Sara and Elisabeth - I just saw this thread and found it useful to review. I am building account plan and success plan for my team right now and would love to bounce what we are thinking about against your template. If possible, please share. Happy to share what we come up with as well. Best, Javed Maqsood VP CS - Algonomy ------------------------------ Javed Maqsood Reflektion ------------------------------

  • Hi all, I lead all post-sale customer operations and am working through the compensation process of realigning my team to the appropriate Radford Job Family. Radford seems to offer job families for Sales Ops, HR Ops, Business Ops, and Marketing Ops, but not CS/PS/Support Ops. We've evaluated the Sales Ops, Business Systems, Business Ops, and Strategic Planning & Corp Development, and are on a path to creating a custom Job Family. We administer all post-sale systems right now, and in a future state, ...

  • Hi! First time poster, here. If I were in her position, I would refuse to interview further. I find these types of assignments insulting to the interviewer. The company is requiring a lot of personal time to be used in order to demonstrate whether or not they possess a specific hard skill/skillset. In my experience, my best hires have all had specific personality traits which cannot be demonstrated through rigorous homework assignments. A great interviewer knows how to ask the questions that illicit ...

  • Hey WIll Really enjoyed your perspective on Onboarding! I have a question on your third point, Training too early. Can you clarify what you mean if you train on day 1 but your onboarding takes 30 days the customer will forget? For us training on the software is part of the onboarding, so are you referring to Onboarding in this point as implementation? (setting all the neccessary things up?) Perhaps you can help me understand it a little more, I found it a very interesting point that I havent seen ...

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  • Hi all, I lead all post-sale customer operations and am working through the compensation process of realigning my team to the appropriate Radford Job Family. Radford seems to offer job families for Sales Ops, HR Ops, Business Ops, and Marketing Ops, ...

  • Hi everyone! I have experience managing 1MM-15MM CS functions but haven't yet experienced the feel of a fully mature CS unit. For those of you that have, what do you find to be the most impactful areas of evolution as you scale past 15MM to 100MM? ...

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  • In an earlier GGR Office Hours, someone was looking for advice on measuring Customer Engagement with SalesLoft + Gainsight. We, the attendees present, were unable to assist from their experience. However, I thought it might be useful to share this ...

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