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How to identify and influence change in non-customer centric companies?
I've worked at Sales first companies, Product first companies and Engineering first companies and they all say they are customer centric but they are customer reactive, not centric. I would argue most companies are not truly customer centric. Thoughts on this? And then I want to throw a question: what actions, that have…
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Here’s my favorite question I ask people at Customer Success networking events.
How do you explain to friends and family what you do in your job that doesn’t end in them saying Oh so you are a.... tech support agent account manager marketing specialist renewals manager customer support rep the list goes on..
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CS Leadership Office Hours - Tomorrow!
CS Leadership Office Hours - Tomorrow!
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CS Leadership Office Hours - Tomorrow!
Don't forget, CS Leadership Office Hours tomorrow - Thursday, April 30. 11:30am EDT. @Nils Vinje and I will be facilitating breakout rooms. Topics on the docket: * How to identify the amount of ARR / # of accounts * Keeping customers engaged during onboarding * Onboarding to support transitions That's a lot but we'll see…
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How have your CS orgs established/maintained a solid relationship with Product?
At my old company (Procore), I was a part of the Strategic Product Consultant team, which operated as the bridge between CS and Product. A few of our key responsibilities were: * Being an extension of Product Managers in our knowledge of the roadmap * Consulting on GTM strategies * Monitoring customer feedback in UserVoice…
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1:1 Structure and Topics
Do you have weekly 1:1's with everyone on your team? What's definitely on your 1:1 agenda? And what definitely isn't? With the huge breadth of KPIs that a customer success function is responsible for (NRR, advocacy, usage, QBRs, CSQLs, CRM updates, etc), I find that structuring an efficient 1:1 can sometimes be a…
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Learning & Skill Building during COVID-19
I am seeing a trend of skill building & additional education during this interesting time: * Are you doing anything differently with your team to build skills? * Have you found great remote resources for "training/education"? We are doing 2 things that I have really loved. We started a book club for Leadership and/or…
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Why it's important to solidify roles and responsibilities
Why it's important to solidify roles and responsibilities
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Why it's important to solidify roles and responsibilities
"Why do we have so many people assigned to our customers?" Enterprise SaaS can get complex, but depending on the complexity of your product and customer relationships, you may need several roles. There are three main areas of the customer relationship that need ownership: 1. Commercial - renewal, expansion 2. Domain -…