Best Of

Re: Office Hours Conversation - CX

Someone in the call, maybe @Julie Fox, mentioned gifting customers. We did that from early on at ThoughtTrace (acquired by Thomson Reuters), sending fudge from Tiff's Treats from the customer success team as the very first step following the close of a net new customer.

Doug Havlik

5

Re: Meet Your Peers

Hi All,

Excited to be here and looking forward to networking with everyone in this subgroup! Currently I lead the customer org/post-sale side of the house for ECP - a vertical SaaS platform primarily focused on serving senior housing (assisted living, independent living, and memory care).

The majority of my professional career has been in healthtech, having also spent ~10 years at Epic in a variety of implementation, ops, and customer success roles. Before jumping back into healthcare with ECP last Fall, I led customer for another vertical SaaS business, Indeavor, helping global manufacturers optimize their labor through technology. There I was focused on re-organizing the post-sale teams and roles, architecting the customer journey and its parts, value realization strategy, and scaling ops. Great experience and very different space for me!

On a personal note, Madison, WI is home and my wife and I are expecting our first little one this summer! Always happy to connect and my inbox is wide open for those first time parent hacks as well :).

Jeremy London

+1 713-253-1116

Jeremy.E.London@gmail.com

https://www.linkedin.com/in/jelondon/

JLondon

5

Monitoring news and media of your customer base

Does anyone have any experience or recommendations of tools/software for tracking media and news updates of your customer base? I am looking to track updates on approx. 200 companies in our customer base in order to keep CSMs up to date on their portfolio's key events.

Google alerts is too noisy and tedious to set up for so many companies but we would not have a very large budget to implement a big tool either. Any advice or experiences would be welcome:)

orlamurphy

5

Re: Monitoring news and media of your customer base

I used to work at Mention 10 or so years ago and we had a lot of customers doing this.

The tool is cool where you can choose if you want all mentions, only from popular news sources, etc.

Pricing is pretty competitive - https://mention.com/en/

Feel free to DM me if you have any specific questions.

Overall the industry is media monitoring/social listening if you want to do some G2 searching - https://www.g2.com/categories/social-media-monitoring

Jordan Silverman

6

Re: Monitoring news and media of your customer base

I spent 10 years working at Meltwater, would highly recommend it & they've got a team in Berlin :)

Happy to answer questions you may have.

Thomas.Smeallie

6

Re: Executive quotes about implementing a Customer Success Platform

Yeah I have some material shared by vendors.

I have a wish to have the quote be super specific like, a senior leader at an AI company says a CSP is incredible.

I know I am asking a lot.

ianwelles

5

Rethinking how we do digital engagement

For onboarding what is your most successful digital strategy? I have onboarding messages via an automation CSM tool in place that are very specific to the administrators and a super simple new user onboarding single message. There is a series for admins, up to five, and the stats show me the results vary, greatly. Engagement and interaction drop over the series. New customers with a high spend? They tend to be very engaged. Lower spend customers? Less engaged. What do you do? What works? What besides email have you used?

I am thinking of auto assigning every new person in the system automatic new user on-demand onboarding modules that are required to complete. VS asking them to sign up. Rewarding those that complete the module in a set time period and marking them certified users and making it a mark of distinction and pride. (A weekly thanking and acknowledging them publicly etc...)

Brian O'Keeffe

5

Re: Customer Success team for a Managed Services Provider (MSP)

So customer success metrics in your case would relate to all of the things you listed:

proactive maintenance
fast response times
remote monitoring
spare parts availability
adherence to service level agreements

Is it possible for you to come up with a KPI for each one of these items for each customer? (I would guess you already do some of this today if you're beholden to SLAs)

Regarding measuring the effectiveness of a Customer Success role in an MSP, what do you expect them to do differently than the other folks that work with your customers? Perhaps you don't need a different role, but make it the responsibility of an existing account manager or account lead to proactively share the KPIs regularly. And work behind the scenes with the delivery teams to drive the KPIs in the right direction.

In some companies, creating a discrete role of CSM only increases complexity and adds unnecessary costs to the business.

[Deleted User]

7

Re: Customer Success team for a Managed Services Provider (MSP)

Hi Jay,

We are a managed services provider that specializes in delivering hardware maintenance and on-site support solutions to businesses. We work closely with our customers, to ensure uninterrupted operations and seamless support for their critical IT infrastructure. Our services encompass proactive maintenance, fast response times, remote monitoring, spare parts availability, and adherence to service level agreements.

Tandiss

5

Customer Success team for a Managed Services Provider (MSP)

Hi all,

I am starting a CS division in my company. We are not a SAAS company but rather an MSP. Does anybody work in this field? What metrics do you use to measure success? What has been the biggest difference between CS at an MSP and CS at a SAAS firm?

Thanks

Tandiss

5