Strategy & Planning

Archives for May 2020

Let's talk roadmaps! Has anyone had success in creating a CS roadmap for 2020? (9+ months at a time
Curious about what should be included in a playbook, and ideas on where to begin creating them. #st
Kristi Faltorusso's keynote at Pulse Everywhere is impressive. Congrats. I understand this isn't you
Would love to invite @Kristi Faltorusso to talk about any Lessons learned each time you spent your first 120 days with each new company that you brought with you to the next.
Who are the Decision Makers during COVID-19
Contacts CSMs have label as "Decision Makers" are very likely not THE Decision Maker this summer (maybe through the year). Last year CSM could forward renewal details and work orders to their primary contact and decision maker, end of story. Renewal Secured. Today those same decision makers are simply saying "great, thank…
You're given free reign to change anything in your company. What would it be and why?
If there were one thing you could change in your company regardless of money, resources or executive support, what would it be? Why would you change that that one thing?
Is your company really Customer-Success driven?
I is now en vogue to claim on annual reports that Customer Success is the main focus. How far does this statement really go in your company? I am curious to hear why you answer yes or no.
Relationships
I'm dealing with this strategic subject for over a year now. CSM relationships Executive Sponsorships Product relationships I've decided to start with CSM relationships, we are developing a framework that is built as an object in SalesForce which evaluates the significant relationships we manage with each customer so we…
Customer Success focus for 2020 and Vision
In the beginning of Q4 2019 I've worked on an external presentation named "how we became "Customer Obsessed company" which told our story, my focus for 2020, funny to look at what we've prepared just 4-6 months ago and what we are focused on now and of course my Customer Success Vision. I'll be happy to discuss this and…

Upcoming Events

June 22 Leadership Office Hours
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 6 Leadership Office Hours
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
July 20 Leadership Office Hours
When Thursday, July 20 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
August 3 Leadership Office Hours
When Thursday, August 3 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
August 17 Leadership Office Hours
When Thursday, August 17 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…

Strategy & Planning

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