Value Realization

Archives for May 2020

Executive Business Review Templates
Good Morning, looking to see if there are examples of Executive Business Reviews that you may be able to share (certainly block out any sensitive client information). Particularly looking for the flow and what is key information that you share during this type of meeting.
My leadership is allowing me to create our first customer journey roadmap. Any advice?
we just never got around to it and my leadership is leaning on me since I have experience building one organically. My plan is similar to before: take customer relevant features and group them according to quick win, key differentiator, essential, and difficult to adopt. order those features with time to value, rapport…
Is Customer Health Score the same as Likelihood to Renew?
I heard someone define Customer Health Score as a separate thing from % Likelihood to Renew. I've always treated them as the same thing with my startup teams, assuming the purpose of a health score is to track towards (and ultimately predict) retention. I'd love to hear your thoughts and experiences - can they measure 2…
Risky account meetings
Hi CS friends! Does anyone's company have a cross-functional "risky customer" review/meeting in place? For those who do, how is it structured? Who owns it? Which executives are involved? What are any key learnings or takeaways in terms of rolling this process out? Thanks!
Is anyone using regression analysis to refine their customer health dashboards?
I'm curious how many people are pursuing the middle ground between mostly subjective health scores and full-on, automated predictive analytics from CS tech vendors. If you are using regression to manually analyze your data, what challenges have you found? If you aren't, what's the reason for that?
Let's talk Outcomes and Unintended Consequences
I've had interesting experiences with two retailers that gave me insight into their thinking. These examples are a perfect illustration of unintended consequences when we try to do something good. One grocery store near my house has a big sign out front informing people they must wear a cloth face covering to enter the…
When you find a customer un-responsive to CS outreach and fear churn upcoming, what tactics have you
Success Plans
I am working on a presentation and need example success plans. I know there are various styles and information included and would love to see how other people set them up. Thanks.
"One Continuous Conversation"
We just recorded a podcast for the community with Justin Welsh (he's a Sales leader that focuses on B2B SaaS companies up to $50MM ARR). One concept that stuck with me is he mentioned that he's tried to rally his peer leadership group (Marketing, Customer Success, Product) around the idea of creating 'One Continuous…
Is your account plan separate from your joint success plan?
I'm working on creating (and in some cases, updating) a new Business Model worksheet that we use when new accounts come in, and also a trackable success plan. However, I don't want to overburden the CSMs with a ton of forms. The Biz Model is all info we gather about the new customer, from our own research and from the AE…
I'd like to hear from anyone that has an on prem hardware product and how you are measuring the risk
Example of a Customer Health Score built in Gainsight
@Shawn Swofford @Anna Alley @Shari Srebnick I've been asked to share my Health Score framework which I built out in Gainsight so please see attached. I am happy to talk through which of these is manually populated and which are automatically populated using data from different areas. For example Sales Sentiment is driven…
Those of you who have been involved in standing up customer portals/communities/etc. what is an abso
Phase 1 of our community is purely support and help desk - but are looking to future iterations. We are currently leveraging SFDC. I realize each portal may have different bells and whistles but what have you found successful to your customers while they engaged with your portal? For context we are a B2B software…
Sales to CS handoff process
Does anyone have a handoff template/process from sales to CS that they've found effective? I'm finally in a company where I feel the support/alignment from the sales org, and always trying to find the balance between bureacratic documentation vs. "hey we really need this information." Ideally would like to use HS, but…

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…

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