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  • This is great - thank you!​ ------------------------------ Jim Jones Real Time Innovations https://www.rti.com/ Head of Customer Success james.t.jones@outlook.com ------------------------------

  • Hi - I like this approach. Customer Success at my new company is going to look different than it would in most companies (things like account ownership, overlap with the AMs, etc., are all things I have to take into account and work around). Plus, our software is an on-premise solution, which means the "automated health scoring" that most CS platforms offer isn't really of value to me. I love the focus on business needs and then requirements, vs starting with "Oh cool, look at this nifty doo-dad!"​ ...

  • Hi - excellent, thanks for the link and for sending the template. Very much appreciated!​ ------------------------------ Jim Jones Real Time Innovations https://www.rti.com/ Head of Customer Success james.t.jones@outlook.com ------------------------------

  • <google-sheets-html-origin> Jim - Here is the template I designed, given my team's needs: Description Notes Integration The solution will integrate with SalesForce Needs to overlay with SFDC, easy integration and maintenance. Ability to sync details back to SFDC. Ability to pull data from SFDC into tool for visibility, triggering action items, etc The solution will integrate with Slack Should have the option to be able to push notifications or tasks into Slack ...

  • Hi Jim! My team is going through this process right now. I don't have a matrix/template to share, but I'd be happy to share my approach. I focused on the problems we were looking to solve first, before thinking about the different solutions each platform offers. I asked my CSMs to help me brainstorm on the areas of challenges on our team and weighted them based on which were most to least pressing. Only after we created this list did I create a table with each issue & the potential solution (as ...

  • Hi Jim, Gemma Cipriani-Espineira, our VP of Customer Success, just wrote an article about how we chose our CS software. https://resources.chilipiper.com/blog/customer-success-platform And she also did this template: https://docs.google.com/spreadsheets/d/1JBOWZ0UH9s9QGM7ACZSd7BjS5VTEBHoCB0r-Z_fqIh0/copy I hope that might help you. Elric ------------------------------ Elric Legloire Chili Piper ------------------------------

  • Hi Laurie, Pretty much everything integrates with Salesforce, so you should have even more options than you would with HubSpot! :) ------------------------------ Melissa Flygare ClientSuccess - Building Relationships That Last melissa.flygare@clientsuccess.com #SuccessDrivesGrowth #SuccessIsTheNewSales ------------------------------

  • Discussion

    Great question, @Laurie Barlev , and your concern about 'malicious compliance' is a good one. Some thoughts: First, kudos on measuring a factor that leads to a result​. Ongoing contact is indeed essential to building relationships, so your approach is spot on. And you definitely must 'inspect what you expect.' Keep in mind, however, that whenever you measure an individual, you're actually measuring that person + at least two other factors. This isn't intuitively obvious because it's so easy to stratify ...

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  • Hi everyone, I'm working on improving our internal product enablement for new incoming CSMs and I would absolutely *love* to hear about how you do it. If you're able to share your guides, sample scorecards for mock calls, or similar, I would really ...

  • Hey all! In my current role we are heavy Hubspot users. I am looking to start using specific CSM tooling, ideally a tool that integrates with Hubspot. I see Gainsight has a Hubspot integration, is anyone here familiar with it or perhaps is already using ...

  • Hello everyone. I am sure this awesome group will be able to help me. I recently initiated our team to conduct regular "Customer Conversations" to not only understand and get to know our customers but to also act as a health check on the customer at the ...

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