Change Management by Rebecca Coleman https://padlet.com/rcoleman4/changemanagement Please add your notes under each column. We will be presenting this data in our IM meeting on 4/19/2018. Remember - if you feel like nothing in the class is pertaining to what we do - jump ship and go see something else. en-us 2018-04-05 14:06:12 UTC 2025-09-04 12:54:02 UTC hello@padlet.com "Its Mine!" NangF https://padlet.com/rcoleman4/changemanagement/wish/250429619 CS is not all about you and that clients are yours. @Kronos shares that model starts with our customers at the center of everything we do, and CS is a #mindset, not a department.]]> 2018-04-10 18:21:35 UTC https://padlet.com/rcoleman4/changemanagement/wish/250429619 We don't do renewals we have strong contracts NangF https://padlet.com/rcoleman4/changemanagement/wish/250431834 2018-04-10 18:25:06 UTC https://padlet.com/rcoleman4/changemanagement/wish/250431834 We don't do renewals we have strong contracts NangF https://padlet.com/rcoleman4/changemanagement/wish/250431836 Problems included frequent handoffs, not responsive, not proactive, and high turnover ofAMs

Redefined Values, Values, Service Tier models, Roles/Responsiblities, Comp Model (Salary/OKS) and Enablement/Tools

Training, CS Platform Rules, Playbooks for CSMs to use!

Sounds like.....

CSMs are deep in operations, rep product management, knowledge management (like BAs), translating the voice of the Customer, etc.]]> 2018-04-10 18:25:06 UTC https://padlet.com/rcoleman4/changemanagement/wish/250431836 Lessons Learned to Scale NangF https://padlet.com/rcoleman4/changemanagement/wish/250433303
  • Clearly define your probelms before you solve them
  • When testing and puloting at scale always have an exit strategy
  • Stick with something long enough to fix what's broken and evaluate success
    • ]]>     2018-04-10 18:27:58 UTC https://padlet.com/rcoleman4/changemanagement/wish/250433303     CSM is a Philosophy/Mindset NangF https://padlet.com/rcoleman4/changemanagement/wish/250434852 It has to be part of our culture at Illuminate.

    CSM is not the job of one tea, it is a philosophy and is shared by all employees.
    ]]>     2018-04-10 18:30:56 UTC https://padlet.com/rcoleman4/changemanagement/wish/250434852     Win in business by being human first. -Jill https://padlet.com/rcoleman4/changemanagement/wish/250435041 2018-04-10 18:31:17 UTC https://padlet.com/rcoleman4/changemanagement/wish/250435041 slides julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250435803 2018-04-10 18:32:47 UTC https://padlet.com/rcoleman4/changemanagement/wish/250435803 Perceptions and Challenges NangF https://padlet.com/rcoleman4/changemanagement/wish/250435831 Departments in Silos
    Lack of alignment
    CSM is an extenstion of support
    What is retention?
    We have "done" software before
    I don't have a customer facing role

    Transformation doesn't happen unless there is a culture that's willing and able to embrace it
    ]]>     2018-04-10 18:32:50 UTC https://padlet.com/rcoleman4/changemanagement/wish/250435831     Changing CSM Perception NangF https://padlet.com/rcoleman4/changemanagement/wish/250437141
  • Obviously Visuals are changed to support the CSM mindset
  • Education with team members on what is CSM
  • Brand and Market to show off CSM success
    • ]]>     2018-04-10 18:35:25 UTC https://padlet.com/rcoleman4/changemanagement/wish/250437141     Company Wide Certification NangF https://padlet.com/rcoleman4/changemanagement/wish/250438163 LOVE THIS IDEA!

    Company wide "Happy Customers Cerification with a ne mployee awards programs and branding.]]>     2018-04-10 18:37:18 UTC https://padlet.com/rcoleman4/changemanagement/wish/250438163     Happy Customers Certification julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250438343 Video of what does happy customer mean to me?
        Internalizing
    decals / stickers / part of on boarding - goes in employee signature

    Branding
    100% happy customer certified

    This is the internal work ]]>     2018-04-10 18:37:38 UTC https://padlet.com/rcoleman4/changemanagement/wish/250438343     Rally Cry for Customer Success julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250440240 worked with marketing team to get the whole time around
    "proactive, personal, proven: kronos customer success"
    gels everyone together around this idea]]>     2018-04-10 18:41:02 UTC https://padlet.com/rcoleman4/changemanagement/wish/250440240     No universal formula for customer health. https://padlet.com/rcoleman4/changemanagement/wish/250442570 What is the customer success with us? 
    See CS Scorecard for Hitachi.
    -Jill]]>     2018-04-10 18:45:06 UTC https://padlet.com/rcoleman4/changemanagement/wish/250442570     julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250444493 Use your data to tell the story
       Start with what you have - this will influence cleaning up data over the system  
     We did thiis! YAY CS pioneers!!

    What's the trend of the data, not the absolute value?

    correlate the data to the actions you are taking -

    SHOW THE IMPACT

    customer success doe not mean the same thing for every customer segment

    ]]>     2018-04-10 18:48:23 UTC https://padlet.com/rcoleman4/changemanagement/wish/250444493     When julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250447981 2018-04-10 18:55:04 UTC https://padlet.com/rcoleman4/changemanagement/wish/250447981 When structuring CS in an established business, how are you julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250447982 2018-04-10 18:55:04 UTC https://padlet.com/rcoleman4/changemanagement/wish/250447982 When str julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250447983 2018-04-10 18:55:04 UTC https://padlet.com/rcoleman4/changemanagement/wish/250447983 When structuring CS in an established business, how are you retraining your customers behavior? How adid julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250448043 2018-04-10 18:55:11 UTC https://padlet.com/rcoleman4/changemanagement/wish/250448043 When structuring CS in an established business, how are you retraining your customers behavior? How adid you get them to buy in? julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250448044
    Very defined program - outlines what we are going to do and how we will engage and what the path looks like and we know what success looks like

    buy in is internally

    roadshows/ branding / success stories

    biggest fight was internal - customers are asking "make me successful"

    Joint score card- way to communicate our colors and lots of discussion]]>     2018-04-10 18:55:11 UTC https://padlet.com/rcoleman4/changemanagement/wish/250448044     Where did your organization run into the most resistance? julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250449241 sales & services

    they have the most change - so = most resistance

    each of them have tried to solve this issue before - each team doing a little bit but now have a horizontal team

    team is unifying approach]]>     2018-04-10 18:57:28 UTC https://padlet.com/rcoleman4/changemanagement/wish/250449241     Good data available to the CSMs in order to achieve green for customer success. -Jill https://padlet.com/rcoleman4/changemanagement/wish/250449526 2018-04-10 18:58:05 UTC https://padlet.com/rcoleman4/changemanagement/wish/250449526 Slides julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250476029 https://gainsight.app.box.com/v/pulse-2018-slides/file/287370867742

    ]]>     2018-04-10 20:02:26 UTC https://padlet.com/rcoleman4/changemanagement/wish/250476029     Exec Buy in julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250477964 Align / paint the picture/ track, measure, celebrate

    Does Max know what we do? All of the 

    simple ,trackable, meaningful metrics - re-orient how you are measuring successful implementations]]>     2018-04-10 20:08:54 UTC https://padlet.com/rcoleman4/changemanagement/wish/250477964     Mapping the Customer Journey julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250479046 What phase is your org in?  
    Where customers are coming from?

    Need simple to articulate who was where and what's next

    each phase has distinct outcome

    clearly defined what you want customer to achieve]]>     2018-04-10 20:12:45 UTC https://padlet.com/rcoleman4/changemanagement/wish/250479046     Iceberg Theory NangF https://padlet.com/rcoleman4/changemanagement/wish/250482657 Little bit sticking out over the water. Lots of ice underneath, hidden.

    Thinking about CSMs with clients, the little bit is how much face time, but the mass beneath is the mass preparation, touches, time dedicated time.

    A client doesn't want a waste of time.

    CSMs is not based on money as a valuable Customer. Its retention, time and energy that is the value.]]>     2018-04-10 20:25:02 UTC https://padlet.com/rcoleman4/changemanagement/wish/250482657     multiple roles / customer lifecycle julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250484534 Implementation 
    customer success
    and a 3rd role

    each has specific mind set / role / expected outcomes

    Improved implementation experience]]>     2018-04-10 20:31:12 UTC https://padlet.com/rcoleman4/changemanagement/wish/250484534     How do you help your team stay proactive - away from "putting out fires" julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250486292 confidence and understanding to illuminate the path

    more comfortable activating out ahead

    time element:   help customers understand what channels they have available to them for diff types of fires 

    figure out and diagnose - is it product? relationship? training?   diff escalation paths
         example: great online training but no one takes it - so every IM part of P2 objective has to deliver specific training report to check that the user has accessed the training

    do a lot upstream to prevent downstream fires]]>     2018-04-10 20:38:15 UTC https://padlet.com/rcoleman4/changemanagement/wish/250486292     what are some success metrics and how are they different for the 3 different CS roles (implementation spec., CS specialty, support specialist) julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250487090 IM specialist:
       implementation NPS score
    Get people through launch as efficiently and effectively as possible

    CS 
     overall renewal rate
     NPS

    support:
        satisfaction w resolutions


    ]]>     2018-04-10 20:41:31 UTC https://padlet.com/rcoleman4/changemanagement/wish/250487090     julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250492638 https://gainsight.app.box.com/v/pulse-2018-slides/file/287358132584]]> 2018-04-10 21:01:37 UTC https://padlet.com/rcoleman4/changemanagement/wish/250492638 Strategy Learning Outcomes NangF https://padlet.com/rcoleman4/changemanagement/wish/250494294 2018-04-10 21:09:09 UTC https://padlet.com/rcoleman4/changemanagement/wish/250494294 Touch Segments NangF https://padlet.com/rcoleman4/changemanagement/wish/250495011 Low touch, no support directly from a CSM.

    Tech Touch means no IM, automation in SF/GS, LMS, etc.]]>     2018-04-10 21:12:36 UTC https://padlet.com/rcoleman4/changemanagement/wish/250495011     Where would our customers fall in the high touch, low touch and tech touch areas? How many of each do we have? -Jill https://padlet.com/rcoleman4/changemanagement/wish/250495231 2018-04-10 21:13:31 UTC https://padlet.com/rcoleman4/changemanagement/wish/250495231 Why isn't our health score automated? Can we connect engagement to health? -Jill https://padlet.com/rcoleman4/changemanagement/wish/250495828 2018-04-10 21:16:12 UTC https://padlet.com/rcoleman4/changemanagement/wish/250495828 Customer Life Cycle Management NangF https://padlet.com/rcoleman4/changemanagement/wish/250498185 Qualify growth or risk opportunities based on health triggers.]]> 2018-04-10 21:26:24 UTC https://padlet.com/rcoleman4/changemanagement/wish/250498185 julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250498345 2018-04-10 21:27:12 UTC https://padlet.com/rcoleman4/changemanagement/wish/250498345 julie_ziegler1 https://padlet.com/rcoleman4/changemanagement/wish/250499284 2018-04-10 21:31:25 UTC https://padlet.com/rcoleman4/changemanagement/wish/250499284 TimeTrader - Customer can request time on CSM's calendar inside the product and everything is logged rthompson27 https://padlet.com/rcoleman4/changemanagement/wish/250512736 2018-04-10 23:07:06 UTC https://padlet.com/rcoleman4/changemanagement/wish/250512736 Relationship economy drives customer expectations. https://padlet.com/rcoleman4/changemanagement/wish/250864827 Customer Success drives adoption.

    CS builds long-term loyalty

    -Jill]]>     2018-04-11 18:17:06 UTC https://padlet.com/rcoleman4/changemanagement/wish/250864827     $2.5 mil per CSM by 2019 and holds steady there through 2022. https://padlet.com/rcoleman4/changemanagement/wish/250868033 -Jill]]> 2018-04-11 18:22:36 UTC https://padlet.com/rcoleman4/changemanagement/wish/250868033 Health score based on contracts, financial, implementation, support, engagement and product utilization. -Jill https://padlet.com/rcoleman4/changemanagement/wish/250870400 2018-04-11 18:26:41 UTC https://padlet.com/rcoleman4/changemanagement/wish/250870400 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253433133 2018-04-19 14:04:09 UTC https://padlet.com/rcoleman4/changemanagement/wish/253433133 https://gainsight.app.box.com/v/pulse-2018-slides/file/287031479823 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253433163 https://gainsight.app.box.com/v/pulse-2018-slides/file/287031479823]]> 2018-04-19 14:04:13 UTC https://padlet.com/rcoleman4/changemanagement/wish/253433163 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253433177 2018-04-19 14:04:16 UTC https://padlet.com/rcoleman4/changemanagement/wish/253433177 https://gainsight.app.box.com/v/pulse-2018-slides/file/287545354366 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253433364 https://gainsight.app.box.com/v/pulse-2018-slides/file/28754535436]]> 2018-04-19 14:04:36 UTC https://padlet.com/rcoleman4/changemanagement/wish/253433364 https://gainsight.app.box.com/v/pulse-2018-slides/file/287544979441 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253433615 2018-04-19 14:05:04 UTC https://padlet.com/rcoleman4/changemanagement/wish/253433615 https://gainsight.app.box.com/v/pulse-2018-slides/file/287544979843 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253433792 https://gainsight.app.box.com/v/pulse-2018-slides/file/287544979843]]> 2018-04-19 14:05:22 UTC https://padlet.com/rcoleman4/changemanagement/wish/253433792 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253434289 https://gainsight.app.box.com/v/pulse-2018-slides/file/287029363026]]> 2018-04-19 14:06:21 UTC https://padlet.com/rcoleman4/changemanagement/wish/253434289 rfrance https://padlet.com/rcoleman4/changemanagement/wish/253435026 https://gainsight.app.box.com/v/pulse-2018-slides/file/287544979441]]> 2018-04-19 14:07:33 UTC https://padlet.com/rcoleman4/changemanagement/wish/253435026