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    Hi Tough challenge but definitely an exciting one. ​​I scaled a CS operation at a Fintech growing at 2.5X and im more than happy to share with you what worked and didn't work for us on the journey. The one thing pointer I would say at a very early stage is to understand the capacity load a new customer will take on your capabilities and the associated pipeline. Overnight service can plummet and makes retention extremely tough for the CSMs. In time of high growth I believe its very important for ...

  • @anita toth I would definitely like to learn more about it. I think you would get a considerable amount of interest in it. I'm a big believer that it's a subject area where you can never know enough. Speak soon Craig ------------------------------ Craig Jackson The Accountancy Cloud ------------------------------

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    Hi everyone, My CS team uses Monday.com for some CS processes such as onboardings, ongoing client projects, support ticket tracking, and other internal processes. Do you use Monday.com for Customer Success? If so, what for? ------------------------------ Walter Zepeda Head of Customer Success at Actimo America ------------------------------

  • Discussion

    There's going to be a lot of great advice in this thread. , what was it about you that made them hire you on the Director path in the first place? Can you identify that those things are still things they need? Companies need different talents at different stages of their growth, particularly in the leadership team. The other person might have excellent talents at team growth that you don't have. Once the team is built up, is it possible you're excellent at motivating people to perform well, more ...

  • that's a great system. I see a lot of comments here supporting clawbacks, which I also support. (Side question, how do you claw back a deal from a salesperson who has left the company, anyone?). However, let's focus on the other part of your TBTS system that I think is the standout. When expectations misalign with the reality of product capability, managing the fallout is a hugely educational thing for Sales to do. It's not punitive at all, it gives them real feedback that they can use to close ...

  • Discussion

    Thanks . I think it's the trade-off ​when you start automating things. Of course, platforms have options to personalize your surveys and you can even have avatars and pictures with real people, simulating a more human approach (we use Ask Nicely) but you have to find the right balance and go with whatever works for you in terms on response rate, response quality and cost. ------------------------------ Walter Zepeda Head of Customer Success at Actimo America ------------------------------

  • We did the same thing as . Sales commissions were subject to clawback in these situations. If we saw a trend, we met with sales and marketing team leaders to align target criteria, channels, and messaging. ------------------------------ James Conant ------------------------------

  • Hi Jay, I wish I had been in the conversation about Training & Enablement (also known as Customer Education). It's my world. Customer Education is an INTEGRATED CUSTOMER ENABLEMENT PROGRAM, which works best when partnered with Customer Success. Certifications drive usage and adoption by: Creating an additional source of revenue Building user authority. Certified users promote the company because they are more likely to: Display their certificates on their LinkedIn® profiles. ...

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Can you help a colleague? Here are unanswered questions:

  • Hi everyone, My CS team uses Monday.com for some CS processes such as onboardings, ongoing client projects, support ticket tracking, and other internal processes. Do you use Monday.com for Customer Success? If so, what for? ------------------------------ ...

  • There was a much earlier thread in April that asked about how people were managing renewals. The discussion then as COVID took everybody by surprise was to avoid blanket discounts and do your best to triage things case by case. Now that were a little ...

  • Hi Team, University of San Fransisco is looking for companies and professionals to mentor students in their MBA program. Some of the information is old (spring 2020), but the offer still stands. 1. Student Consultant Projects : An important ...

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