Comments
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This is a great question. And I think an area that is still being standardized in the industry. If you'd like to see more on this, there's a recent blog post that has been popular.
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@John Loiacono There's a burgeoning discussion on this topic you might find useful: "Does anyone have an opinion on what customer success metrics are most effective?" There's a good blog on the topic too that you can check out.
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While we have been continuously working hard to make our career path opportunities more sophisticated and more helpful for people at all levels so they can keep learning and moving up, I have found that exploration opportunities make a huge difference in getting employees up to speed when they do get that promotion. For…
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@Patrick McGowan @JasminePilar Thanks for the response. You're right that each of these elements could mean different things depending on where you're starting from. Are your sales people giving things away? Are your prices too low for the cost inputs? That's a good point. It seems to me that if you're starting with…
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@MKorzun Did you find your unicorn? lol. Actually, I'm wondering if what you're looking for has evolved over time. In JB's closing keynote at the last TSIA conference, he said go find 5 people that can coordinate operations between services, product, marketing, and sales. Would this role be included in a group like that?…
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I would love to hear more about what others are doing. We did a couple of time-spent analysis for CSMs, and found up to 20% of time was being spent just getting calls on the calendar. That’s a huge expense!
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@PatrickMartin This is super insightful and sounds like you have developed something with real scale. I'll be sure to check out the presentation! (live or recorded depending on the demands of the day).
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Now that we are 2+ years in. How is everyone feeling about these attempts? What worked or didn't? Has the "great resignation" change how you think about any of this? For us, we had a decent enough training process that was run by the reporting manager. That has since evolved into something assigned to a mentor - shoutout…
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@DougCaviness Thanks for that insight. The deep cross-functional collaboration seems crucial in this example. I assume that means data flowing to the right people at the right time is also crucial. It also sounded like sales had to be a lot more like customer success in their version.
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We have an entry level role designed to train up to CSM called a Coordinator. This role has been incredible value on a number of fronts, but one benefit to call out here is that seasoned Coordinators can cover a portfolio in a CSM churn situation. It has made a huge difference.
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Hi LeeAnne, In my search for resources on this topic, I found the research done by Harvard Prof. Frank Dobbin a good place to start. He talks about why many of these programs fail, and what versions tend to get real, positive results. His work indicates that diversity training alone can actually backfire and make managers…
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I have heard from a few members that government (especially Homeland Security) customers can't have educators come onsite because of C-19, but they also can't deliver virtual classes. A bit of a catch-22. Have others seen that too?
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So great to see a new way for all of us to engage!