Blog Becoming a manager by Jay 16 January 2022 by Jay 16 January 2022 Some people think they want to move into management. Then they realize they just inherited: … 0 FacebookTwitterPinterestEmail
Blog Onboarding vs. implementation by Jay 14 January 2022 by Jay 14 January 2022 Onboarding and implementation aren’t the same thing. Implementation is about systems: – processes– project plans– … 0 FacebookTwitterPinterestEmail
Blog A doozie of an intro by Jay 14 January 2022 by Jay 14 January 2022 Wow, “best little notetaker on the planet.” Doozie of a CSM introduction. Offensive on several … 0 FacebookTwitterPinterestEmail
Blog Understanding customers by Jay 13 January 2022 by Jay 13 January 2022 Why you *think* you understand your customers: – Surveys– NPS scores– Renewal reports– CSM one-on-ones … 0 FacebookTwitterPinterestEmail
Blog Director, customer success by Jay 12 January 2022 by Jay 12 January 2022 What does a Director of Customer Success do at Higher Logic / Vanilla Forums? Leads … 0 FacebookTwitterPinterestEmail
Blog Delivering customer success by Jay 12 January 2022 by Jay 12 January 2022 The best way to deliver customer success: 1. killer product2. transparent sales3. quick onboarding4. reliable, … 0 FacebookTwitterPinterestEmail
Blog Chasing by Jay 11 January 2022 by Jay 11 January 2022 CSMs are chasing… – support cases– answers from product– customers who won’t respond It’s burning … 0 FacebookTwitterPinterestEmail
Blog Introducing a csm by Jay 10 January 2022 by Jay 10 January 2022 How *not* to introduce a CSM: – white-glove support– an escalation point– implementation– one-stop shop– … 0 FacebookTwitterPinterestEmail
Blog Who you're becoming by Jay 10 January 2022 by Jay 10 January 2022 Don’t forget — you’re not just working for a paycheck. Every day you are building, … 0 FacebookTwitterPinterestEmail
Blog Better conversations by Jay 10 January 2022 by Jay 10 January 2022 Want to build better customer relationships? Start with better conversations. …and there’s one quick and … 0 FacebookTwitterPinterestEmail
