Building a CS Team from Scratch

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Gabriel Fallas
Gabriel Fallas Member Posts: 53 Expert
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edited August 2023 in CS Org Conversations

@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.

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Comments

  • Alex Farmer
    Alex Farmer Member Posts: 62 Expert
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    edited June 2020
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    Happy to join and contribute - setup CS functions at start-ups twice.  Learned lots of lessons along the way!

  • Alex Turkovic
    Alex Turkovic Member Posts: 61 Expert
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    edited June 2020
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    Would love to join/contribute as well!

  • Ronald Krisak
    Ronald Krisak Member Posts: 48 Expert
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    edited June 2020
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    @Daryl Colborne hi, are you getting the contact info to add these folks to the call?

  • Marijn Verdult
    Marijn Verdult Member Posts: 33 Thought Leader
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    edited June 2020
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    Will this be something you will be recording? I cannot attend live but would absolutely love to hear all your thoughts!

  • Daryl Colborne
    Daryl Colborne Member Posts: 50 Expert
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    edited June 2020
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    @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
    Leoni Keogh Member Posts: 2 Navigator
    edited June 2020
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    This sounds great - count me in! 

  • Alex Turkovic
    Alex Turkovic Member Posts: 61 Expert
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    edited June 2020
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    Couldn't figure out how to DM it - so I'll just post it here: alex.turkovic@gmail.com

  • Daryl Colborne
    Daryl Colborne Member Posts: 50 Expert
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    edited June 2020
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    @Leoni Keogh , shoot me over your email address when you get a chance.

  • Jan Young
    Jan Young Member Posts: 21 Thought Leader
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    edited June 2020
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    @Alex Farmer I'd be interested in the discussion. You can email the invite to me here: janyoungpm@gmail.com

  • Sidd
    Sidd Member Posts: 32 Expert
    edited June 2020
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    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 - ts.siddaarth@gmail.com

  • Gabriel Fallas
    Gabriel Fallas Member Posts: 53 Expert
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    edited June 2020
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    Webex has the ability to record. We can ask @Daryl Colborne to record the meeting.

  • Leoni Keogh
    Leoni Keogh Member Posts: 2 Navigator
    edited June 2020
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    leonikeogh@gmail.com - thanks! 

  • Scott Smith
    Scott Smith Member Posts: 15 Thought Leader
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    edited June 2020
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    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
    Marcus Morrissey Member Posts: 1 Navigator
    edited June 2020
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    Count me in! marcusmorrissey@gmail.com.

    cheers,

  • Jim Ashley
    Jim Ashley Member Posts: 7 Contributor
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    edited June 2020
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    @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 jim@buya.com.

  • Vasu
    Vasu Member Posts: 11 Contributor
    edited June 2020
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    +1 for a recording of this session.

  • David Ellin
    David Ellin Member Posts: 170 Expert
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    edited June 2020
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    @Daryl Colborne and @Gabriel Fallas, please include me on the invite: DavidLEllin@gmail.com. I have a conflict at 5:00 but happy to join for an hour.

  • Daryl Colborne
    Daryl Colborne Member Posts: 50 Expert
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    edited June 2020
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    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
    Tammy Krieger Member Posts: 13 Thought Leader
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    edited June 2020
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    Could you please add me? tammy.krieger@rainfocus.com

  • Scott Smith
    Scott Smith Member Posts: 15 Thought Leader
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    edited June 2020
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    Thanks, @Daryl Colborne . Do you mind forwarding to ds99smith@gmail.com ?

  • Phyllis Windham
    Phyllis Windham Member Posts: 9 Contributor
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    edited June 2020
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    Hi @Daryl Colborne ... I'm not building a team at this time but very interested.  Can you add me as well?  My email:  windhamphyllis@gmail.com

  • Kevin Mitchell Leonor
    Kevin Mitchell Leonor Member Posts: 248 Expert
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    edited June 2020
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    I have a client call, but I'm game to talk offline.

  • Kevin Mitchell Leonor
    Kevin Mitchell Leonor Member Posts: 248 Expert
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    edited June 2020
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    -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
    Walter Zepeda Member Posts: 20 Thought Leader
    edited June 2020
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    Happy ro join @Gabriel Fallas my email is walter.zepeda@actimoamerica.com

  • Gabriel Fallas
    Gabriel Fallas Member Posts: 53 Expert
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    edited June 2020
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    All set!

  • Shaun Porcar
    Shaun Porcar Member, CS Leader Posts: 22 Thought Leader
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    edited June 2020
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    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
    Daryl Colborne Member Posts: 50 Expert
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    edited June 2020
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    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
    Ronald Krisak Member Posts: 48 Expert
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    edited June 2020
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    @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
    Mahesh Motiramani Member Posts: 21 Thought Leader
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    edited July 2020
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    Thanks @Daryl Colborne for sharing the recording.