Gavin O'Leary · VP Strategic Growth and Transformation · | Scholar ✭✭

Comments

  • Hi team, Apologies for the delay in getting back to you. On the question around onboarding, the way we approach it is in coordination to our customer segmentation. That is to say high touch for enterprise, medium touch for Mid-market and digital (low/no touch) for SMB/commercial. There are always exceptions but this is the…
    in Time to Onboard Customer ?? Comment by Gavin O'Leary September 2021
  • Thanks for tagging me in. For the question that @StephenSpence has entered I have some small notes below on how we are approaching this. We do not have a separate / specific Digital Adoption Platform but have integrated the process of customer adoption for managed services into our overall adoption program. Currently we…
    in Digital Adoption Platform for services Comment by Gavin O'Leary June 2021
  • Hi All, At the moment we don't have a high churn issue to mitigate with floating CSMs, but we have discussed dynamic allocation depending on the segmentation. For our "Top customers" we need to maintain the high touch, substitutes are useful here to cover for PTO and we then have an iCSM safety net who are fully up to date…
    in Staffing for "Floating" CSM Coverage Comment by Gavin O'Leary May 2021
  • Team we have a mix. We still maintain our Professional Services Group and our Global Support Team but as we lean heavier into the SaaS world and the mechanisms of Land, Adopt, Expand and Renew we are also leveraging the Customer Success Engineer and Customer Success Manager for our top accounts. These are all under the…
    in Services Nomenclature - 20 Second Member Poll Comment by Gavin O'Leary February 2021
  • Thanks @Lexi Provost The paper and blog post linked are really well positioned to support the original question. For me it's not so much of the new services and more on the (new) deliverables. Everybody in the current climate is trying to reduce their spend. The biggest challenge is not battling on budgets but rather the…
    in How are you combating the increase in non-renewals of service contracts? Comment by Gavin O'Leary June 2020
  • Hi Kerri, We are actually seeing something similar. Last year, October, when we ran our Customer Relationship survey for 2019 we saw about a 1.8-2% response rate. We just completed our CRS for half one in 2020 and current see a response rate of 1.3%. We can definitely attribute some of this to Covid but we are mitigating…
    in Response Rate Changes to Customer Experience Surveys? Comment by Gavin O'Leary June 2020
  • Hi All, great to be here. Looking forward to knowledge sharing with the community and driving the goal of achieving better Customer Success outcomes
    in Community Introductions Comment by Gavin O'Leary May 2020
Avatar