Tune in this week as Tessa Thorburn joins Jay to continue the conversation about scaling CS. Definition of CS Driving the most impact and realizing the most outcomes in the most effiecient way possible Primary Considerations How to build support for specialized roles within a team Driving usage through use cases…
This week, @Mike Sasaki joins @Jay Nathan to continue the conversation about scaled CS. In this episode, Mike shares his experience with great examples and practicial tips that have helped him scale multiple programs. Moving from a focus of growth to growing profitably Not about More with Less - focus on doing things…
Does your company have a community but your CS team isn't yet utilizing it? @Brian O'Keeffe shares some ways that your community can have a positive outcome even beyond scaling. He shares 10 practical ways you can use the community now: Advocates Connections Engagement Automate Access Manage Forums Celebrate Milestones VIP…
This week, @DillonYoung, Leader of CS at Maxell joins @Jeff Breunsbach to talk about leading through change. Here are some highlights: Prep before action when changes to priorities happen - need to understand the leading and lagging indicators well to see what will move the needle, not just throw potential solutions hoping…
This week Jeff Kushmerek, Found and CEO of Infinite Renewals joins Jeff B. to talk about a critical part of the customer journey: Implementation. Unlike many part of the journey, implementation is not an ongoing process. Instead, it is one that occupies a finite period of time that must be managed well to create a solid…
This week, Sandy Yu joins Jeff to talk about the importance of priority setting, especially when there are multiple priorities competing for attention. She helps organize the process of identifying the priority to focus on ('there can be only 1 priority - anything else is a list') Questions to make a decision: What…
The discussion this week between Jay Nathan and Daphne Lopes revolves around the concept of scaling customer success, with a focus on the importance of specialization and intervention to ensure customer satisfaction across all segments. Daphne defines scaled CS as "meeting each customer at the right time with the right…
CS Folks - When it comes to post-sales engagement, we all know how important it is to get it right. Sometimes though, it can go really, really wrong! I’m curious, what is the worst post-sales engagement experience you’ve ever had? And how could it have been made better? And conversely, what is your best? Please remember -…
This week, Jeff takes a look at how CS teams have iterated over the years and then focuses on the most recent additions: Scaled Program Manager - stitches together digital experiences to come up with campaigns that drive specific outcomes Customer Marketer - writes great content and visuals that support the campaigns…
No, we're not talking about canceling your Netflix account. We're here to talk about how you stay in touch with Gain Grow Retain. Rather than spamming, we're giving you the option. (And hoping you'll make the right decision). We don't sugarcoat it, here are your options - make sure it's right for you: Announcements &…
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