Building a CS Team from Scratch

Gabriel Fallas

@Jeff Breunsbach posted a question about templates/playbooks for CS leaders building their team from scratch last week and it sparking a neat conversation: https://community.customerimperative.com/post/looking-for-examples-templates-of-cs-team-playbooks-engagement-model-docume--5eebd7619ef20c60890e7244

 

@Ronald Krisak  @Daryl Colborne  @Petra Makaremi and myself are in the group of CS folks that are being tasked with building a CS Team/Organization from the ground up and are looking to set-up a Zoom session to delve deep into this subject:

-What should your Roadmap look like and how should you prioritize projects?  

- How should you approach and execute new initiatives?  

- When do you start making workflow changes with sales, marketing, product, on-boarding?

- and many other questions!

 

We'll be meeting this Wednesday at 4:00pm Eastern Time. If you want to join, post a comment below and Daryl will add you the the invite.

Alex Farmer

Happy to join and contribute - setup CS functions at start-ups twice.  Learned lots of lessons along the way!

Alex Turkovic

Would love to join/contribute as well!

Ronald Krisak

@Daryl Colborne hi, are you getting the contact info to add these folks to the call?

Marijn Verdult

Will this be something you will be recording? I cannot attend live but would absolutely love to hear all your thoughts!

Daryl Colborne

@Alex Turkovic, @Alex Farmer, @Gabriel Fallas, @Ronald Krisak @Petra Makaremi 

If you have not already done so, send me your email address so I can add you to the Webex invite. If anyone else wants to join, feel free to forward the invite directly to them! Talk to you guys in a few days

 

Thanks!

Daryl 

 

 

Leoni Keogh

This sounds great - count me in! 

Alex Turkovic

Couldn't figure out how to DM it - so I'll just post it here: [email protected]

Daryl Colborne

@Leoni Keogh , shoot me over your email address when you get a chance.

Jan Young

@Alex Farmer I'd be interested in the discussion. You can email the invite to me here: [email protected]

Sidd

I'd love to attend and observe. Mainly soak in all the knowledge that @Alex Farmer and team will share, so please sign me up @Gabriel Fallas  @Daryl Colborne 

Email - [email protected]

Gabriel Fallas

Webex has the ability to record. We can ask @Daryl Colborne to record the meeting.

Leoni Keogh

[email protected] - thanks! 

Scott Smith

Hi @Gabriel Fallas , as I am not building a CS program from the ground up I am part of a founding program and would love to join as I think we currently have significant opportunity in which to improve... Would be great to hear what you prioritize within a new program, the roadmap, etc...

Marcus Morrissey

Count me in! [email protected].

cheers,

Jim Ashley

@Gabriel Fallas @Daryl Colborne I would love to join this. I am building a CS dept from scratch and have just started my second week with the company. My email is [email protected].

Vasu

+1 for a recording of this session.

David Ellin

@Daryl Colborne and @Gabriel Fallas, please include me on the invite: [email protected]. I have a conflict at 5:00 but happy to join for an hour.

Daryl Colborne

Hello Team!

I believe I've added everyone so far that is looking to attend. If I missed anyone, please be sure to share your email so we can forward the invite.

Looking forward to our conversation tomorrow afternoon.

--Daryl

Tammy Krieger

Could you please add me? [email protected]

Scott Smith

Thanks, @Daryl Colborne . Do you mind forwarding to [email protected] ?

Phyllis Windham

Hi @Daryl Colborne ... I'm not building a team at this time but very interested.  Can you add me as well?  My email:  [email protected]

Kevin Mitchell Leonor

I have a client call, but I'm game to talk offline.

Kevin Mitchell Leonor

-What should your Roadmap look like and how should you prioritize projects?  

This is typically a discussion I have with leadership. In a company I am advising, I mentioned that we should look to make some projects now that will make it easier for incoming CSMs when they finally decide to hire one.

- How should you approach and execute new initiatives?  

We identify a problem or opportunity and come to a mutual agreement between all affected stakeholders and departments on the importance of such a problem and then develop a RACI chart to solidify stakeholder involvement in the process. We all come to an agreement on the plan and execute.

- When do you start making workflow changes with sales, marketing, product, on-boarding?

Similar to the above. When we have an opportunity to leverage different skillsets to realign responsibilities, we come to an agreement on ALL things impacting including what process changes could mean for each departmental goals.

Walter Zepeda

Happy ro join @Gabriel Fallas my email is [email protected]

Gabriel Fallas

All set!

Shaun Porcar

Happy to help if there's a follow on session planned. Incidentally just shared some of my experiences and thoughts on this topic for Adam's CS Conversations podcast this morning. I'll post the link when it goes live.

Daryl Colborne

Team,

Great call today! Thank you for all the valuable insights and participation. 

For those that are interested in the recording or were unable to attend the session, check it out:

https://zerto.webex.com/recordingservice/sites/zerto/recording/play/440cda4127e94fbbb30eb8145d9d1812

 

Ronald Krisak

@Jeff Breunsbach  hi, apologies if I missed it, but did you send out or post the Customer Centric Behaviors Workshop presentation you mentioned on the call?  Would love to see that.  And thanks again to @Daryl Colborne and @Gabriel Fallas  for getting the call this week organized.

 

 

Mahesh Motiramani

Thanks @Daryl Colborne for sharing the recording.