Home

Recent Activity

  • Hey Nicholas, Great question and completely agree. It's a bit of a balance. But there's a few things to take into consideration: There are ways to give the customer the information they want/need at the right time without overwhelming them. Think of it as an "Onboard at your own pace" style program. Some companies are going to move faster than other - for dozens of different reasons. It's important to set a benchmark for how fast they should move, while realizing some customers are going ...

  • Discussion

    Steve thank you for the thoughtful response. I think a live discussion maybe beneficial for sure-so much to consider! I am in the healthcare industry, specifically eClinical so the term customer is very layered. The end user has heavy influence on the decision maker and can often make or break a relationship. Our objectives are focused around both but ultimately we'd love to create a reference program from the decision maker promoters. I completely agree with the theory behind survey fatigue and ...

  • Discussion

    Thanks so much for taking the time to provide your perspective, Jodi! I just started testing incentives so excited to see the results. I will put these suggestions in front of my engineering team to see if some of these are possible. I love the idea of graphical rating polls and would like to build in-platform engagement. ------------------------------ Rochelle Shearlds Medrio ------------------------------

  • Discussion

    100% Steve! The perspective of client versus customer is super important and drives the research approach. B2B and B2C are not the same. And thank you for including the great point about articulating what you will be doing with the research. That is a key driver. ------------------------------ Jodi Millen ThinkAthena ------------------------------

  • Discussion

    Hi @Rochelle Shearlds -- Great questions! My experience differs quite a bit from @Jodi Millen in that B2B VoC is radically​​ different from consumer/B2C. Here are a few thoughts and I'm happy to continue the discussion: 1. You mention "customer" but not clear who you mean. If it were my program, I'd probably want to prioritize getting feedback from the stakeholder team (the people who influence purchase and renewal decisions for your products and services). Many companies suffer from poor data and ...

  • Hey Will Thanks for the quick reply, super interesting and agree. Challenges we have is 1 our product doesnt really need much implementation as theres very little set up and people tend to drop off in engagement over time. In the progression you brought up (learning in small phases) have you seen large drop offs in engagement over time? Feels like in todays world everyone wants immediate satisfaction. How are you balancing that with a phased approach? ------------------------------ Nicholas Ciambrello ...

  • Discussion

    Great question Rochelle! Survey fatigue is indeed a thing. Couple of thoughts I can offer: -don't just use surveys, try out different types of feedback approaches like graphical rating polls (thumbs up/down, emoji responses), mix up text-based surveys with image-based surveys, Video pulses (video ratings), Hotspots for images, long-form text responses (analyzed with wordclouds). All of these work really well for capturing emotional sentiment, which, when combined with numerical stat data presents ...

  • Hey Nicholas, Absolutely happy to expand. I view Implementation (in most cases) as the first part of Onboarding. Many companies blur the lines between the two and in the first (or second) meeting post sales they train the customer on the software. From my experience this almost never works. At this point it's almost like the customer is coming off a high + a stressful situation. They've found a software that will help them solve a problem. They were really excited. They went through some sort ...

Polls


Upcoming Events


Can you help a colleague? Here are unanswered questions:

  • Hi all, I lead all post-sale customer operations and am working through the compensation process of realigning my team to the appropriate Radford Job Family. Radford seems to offer job families for Sales Ops, HR Ops, Business Ops, and Marketing Ops, ...

  • Hi everyone! I have experience managing 1MM-15MM CS functions but haven't yet experienced the feel of a fully mature CS unit. For those of you that have, what do you find to be the most impactful areas of evolution as you scale past 15MM to 100MM? ...

    2 people like this.
  • In an earlier GGR Office Hours, someone was looking for advice on measuring Customer Engagement with SalesLoft + Gainsight. We, the attendees present, were unable to assist from their experience. However, I thought it might be useful to share this ...

Top Members This Week

Top Members of All Time