Best Of
Re: CSM certifications
I keep my kindergarten diploma on my wall because it covers the essentials: I play well with others, I show up on time... I still don't color in the lines very well yet. LOL. Thank goodness I don't post my report card.
Re: Hubspot for Customer Success?
Well, slightly biased opinion here, but I would agree with Jeff. Whenever possible, you want to use the right tool custom built for the job. Yes, I have used a wrench as a hammer...because i didn't have one handy, but its obviously not ideal. In the same way, using a CRM as CSP is not ideal. Nor would I suggest trying to use a CSP as a CRM. Different tools for different purposes.
But as was mentioned above, if you are not a big enough team to pay for both...sometimes you have to leverage what you have in hand...so a wrench may do the trick. (just try not to bend too many nails) ;-)
Re: What's your worst post-sales-engagement story?
Story #1 - Project Never End
Implementation 8 months late
Product sold as white label and could be customized.
Features promised by CEO in sales cycle without LOE scoping
No professional services team to build features
Dependent on Development team
Development team didn't want to build customer features
Product team reported into Development and instructed that this was not a priority
Customer rude to CSM and implementation resources
Customer paying for 2 vendors
Internal Stakeholder meeting to get all teams aligned
Development team allocated to work on features
Hired Project Manager to decouple CSM from feature development
Stakeholder meeting with Customer once we knew conservative timelines
Dear Customer- Rudeness will not be tolerated
Agreed to MVP features needed for Launching and shutting down old vendor
Agreed to Launch date that all could be comfortable with
Agreed to no more talking about the past
Re: GGR Blog - When is the right time to ask a customer for help?
@rdesmarais - I always like facetious. :)
I agree with you - the persona matters. Also, as you were commenting about the AE, I was getting chills about times where I had sales rep jump in and ask for a reference call when the incumbent customer was having a severity 1 production issue. Timing is another key factor for sure!
