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...
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...
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...
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...
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 --
Great stuff, Margaret. I believe your intentions of relationship building will transfer to the SaaS world, since buyers and users everywhere are - in the end - people . There are specific needs/goals for SaaS that I'm still learning too (we were recently acquired and are more heavily SaaS...
Sharing ROI is something that is a bit of a moving target with our product, since we're a B2B2B setup (our customers pass our service to their clients as a value add). However, we have developed a self-service ROI Dashboard where various customer contacts can login and see both quantitative (i.e...
Pulse Everywhere is a FREE virtual conference happening on June 9th, 10th, and 11th, 2021. This year, you can expect to hear from 50+ speakers, watch 35+ sessions, and get access to hours of networking. It's a great opportunity to join a high-energy, super-connected online experience with fun...
06-09-2021 08:00 - 06-11-2021 13:00 PT