https://padlet.com/rcoleman4/executivesymposium 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 15:22:17 UTC 2023-04-15 17:15:50 UTC hello@padlet.com https://padlet.com/rcoleman4/executivesymposium/wish/250429615 As you move up in maturity the CS focus changes from the team to the entire company]]> 2018-04-10 18:21:35 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250429615 mvazquez6 https://padlet.com/rcoleman4/executivesymposium/wish/250434146 2018-04-10 18:29:35 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250434146 mvazquez6 https://padlet.com/rcoleman4/executivesymposium/wish/250434563 2018-04-10 18:30:24 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250434563 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250435227 Obsessive Customer Focus - key to overall success...company philosophy not a department. Non-silo'd to ensure it is transformative company wide not just customer wided

]]> 2018-04-10 18:31:36 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250435227 mvazquez6 https://padlet.com/rcoleman4/executivesymposium/wish/250437347 Just like the previous session mentioned we are very CSM team process focused right now trying to standardize these things captured here. As we do it will be easier to move this to a company wide focus as the data wont be able to be ignored!

]]> 2018-04-10 18:35:50 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250437347 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250437532 https://www.bcg.com/en-us/offices/seattle.aspx

]]> 2018-04-10 18:36:12 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250437532 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250438792 Using data to strongly indicate the necessity of CSM and, really, CS across the company. Using data to provide Insights and inform Discussions.

It is important to identify How CS makes the company money- the data will show this

]]> 2018-04-10 18:38:22 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250438792 mvazquez6 https://padlet.com/rcoleman4/executivesymposium/wish/250438834 We have been grappling with the most important with Dan and the Opps team]]> 2018-04-10 18:38:27 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250438834 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250440421 Customer Success owns the adoption and renewal

]]> 2018-04-10 18:41:20 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250440421 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250440912 Great visual to show ownership and various participants - highlights how CS is more of a supporting role at times while also readily identifying the key areas CS owns. Helps highlight the key to collaboration.]]> 2018-04-10 18:42:11 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250440912 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250441966 Cross-collaboration between sales and CSMs - definitely something we have been doing well at Illuminate - something we need to take to the streets and make this a greater reality with more teams: Product, Support, Executive leadership

For better collaboration, increase the frequency of interaction.

Emphasis on Cross Functionality - where there is not a clear cross functionality workflow, collaboration and successful CS integration across teams is difficult.


]]> 2018-04-10 18:43:59 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250441966 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250445417 Interesting idea regarding tracking lead creation by CSMs. Creates a path for a CSM to, through a strategic conversation, to identify a potential lead and, by passing to sales, help increase revenue. At gainsight, this is tracked and compensation is provided accordingly. 

TO SELL IS HUMAN - and a gigantic portion of what CSMs actually. Encourages effort to fully understand a clients need and to skillfully identify new lead

]]> 2018-04-10 18:50:18 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250445417 mvazquez6 https://padlet.com/rcoleman4/executivesymposium/wish/250446317 How do you keep the customer care separate from haggling over price and still own the renewal?

]]> 2018-04-10 18:51:57 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250446317 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250447259 Not having appropriate metrics for each function - to difficult to track without.

CSM has the highest level of metrics; greater than other positions and, frequently, tied to compensation. Without informed compensation, it can impact overall effectiveness of cross-team collaborations

Illuminate has moved away from these key metrics and, via our new Key goals, identified retention as a metric that can be reviewed for additional roles, such as Sales.]]> 2018-04-10 18:53:48 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250447259 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250448359 By owning the renewal dollars, we increase our value to the company.]]> 2018-04-10 18:55:45 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250448359 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250451198 Very difficult to make this change, emphasizing funding and support CS and CSM, to actually occur]]> 2018-04-10 19:01:24 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250451198 ngarcia35 https://padlet.com/rcoleman4/executivesymposium/wish/250460045 Be clear about what improving the customer experience is actually worth and how it generates value]]> 2018-04-10 19:20:56 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250460045 ngarcia35 https://padlet.com/rcoleman4/executivesymposium/wish/250460727 Case study on a large software company interviewing 40 stakeholders across the business. Constructive feedback pointing to the need for customer success coupled with them not meeting their renewal goal of 90%. Deconstructing renewal rates gives a guide on how to go about improving performance. ]]> 2018-04-10 19:22:37 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250460727 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250462453 Can get great renewal rate, but still lose money due to discounts, extra hours etc.

essentially, really break down the renewal rates to understand what exactly is your NET renewal rate.

]]> 2018-04-10 19:26:30 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250462453 abadella https://padlet.com/rcoleman4/executivesymposium/wish/250462483 2018-04-10 19:26:33 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250462483 ngarcia35 https://padlet.com/rcoleman4/executivesymposium/wish/250462915 Define customer personas, understand their experience working with our company, moments of impact are hugely valuable. ]]> 2018-04-10 19:27:27 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250462915 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250462978 Working with key individuals across your company to identify what the customer mapping/journey should look like.

Better the mapping, the better the overall income will be.

IF the client is not growing, they are going. Growth is key!]]> 2018-04-10 19:27:35 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250462978 ngarcia35 https://padlet.com/rcoleman4/executivesymposium/wish/250463633 1. Engage 
2. Qualify
3. Evaluate & Purchase
4. Onboarding - where customer success kicks up.
5. Adopt
6. Expand - if the customer is not growing they are going.
7. Retention & support
8. Renew - how proactive are you in providing information needed for customers to renew
9. Refresh -

]]> 2018-04-10 19:28:44 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250463633 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250464825 `]]> 2018-04-10 19:31:50 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250464825 ngarcia35 https://padlet.com/rcoleman4/executivesymposium/wish/250465037 People
Process - well defined and documented process to allow us to scale.
Technology - more than CRM, what is the tech infrastructure we have established to help make our team successful? How are we managing the productivity of our team?
Data 
KPI (key performance indicator) - you can't fix what you don't measure. CS must be justified continually over time.]]> 2018-04-10 19:32:21 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250465037 ngarcia35 https://padlet.com/rcoleman4/executivesymposium/wish/250466164 1. Define business outcomes
2. Deconstruct current performance
3. Define moments that matter
4. Use 5 lenses to assess where we are and where we want to go]]> 2018-04-10 19:34:49 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250466164 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250477593 Every moment, every interaction with a customer matters. Make sure you are capitalizing on those moments in each stage of the life cycle. ]]> 2018-04-10 20:07:42 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250477593 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250479147 Leveraging lower touch models decreases labor cost and increases profits.]]> 2018-04-10 20:13:09 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250479147 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250480330 Connect strategic plans across the business to optimize results.  

]]> 2018-04-10 20:17:28 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250480330 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250480745 Creating Happiness and identifying how to make this happen. Specific process with its own unique issues.]]> 2018-04-10 20:18:49 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250480745 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250481753 Interesting way of creating a community and interesting way of training. Similar to the PS style of university.

Also have created a connected plan, showing each step along the way to and emphasizes the roles of the internal team and external team from A-Z.]]> 2018-04-10 20:21:54 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250481753 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250483852 No useful data for the client, no playbook or guide for methodology.

CREATE a partnership who helps explain and deliver the playbooks and methodology guides. Sharing data, helping identify overall success for the client.


Illuminate can and should do better helping clients and CSMs better identify where a client actually falls ]]> 2018-04-10 20:28:45 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250483852 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250485426 We cannot solve today's problems with the same kind of thinking we used when we created them.

]]> 2018-04-10 20:34:58 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250485426 abadella https://padlet.com/rcoleman4/executivesymposium/wish/250487881 2018-04-10 20:44:11 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250487881 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250494400 Global Renewals Team separate from the Global Customer Success Team.  The Customer Success Team is responsible for the retention and keeping their clients happy. You are impacting the renewal everyday with every interaction. AE is brought in when needed on the account for a transaction, but CSM ultimately owns the renewal.
 

]]> 2018-04-10 21:09:42 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250494400 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250495927 Balance between monitoring the number and health score on a regular basis, but not wanting to negotiate prices.  Customer reaches out for help to the CSM, but the AE for sales or money conversations. Ensuring the customer gets the value for what they signed up for his the job of the CSM. It isn't about owning the number, it is about making the customer want to do business with you!]]> 2018-04-10 21:16:38 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250495927 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250496629 Try to pilot any changes with a handful of clients.]]> 2018-04-10 21:19:52 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250496629 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250498343 Traits needed include customer empathy and people who will take the extra step to make our customers happy.
We can teach you our product, but not some of those soft skills. ]]> 2018-04-10 21:27:12 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250498343 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250498701 sales, technical track, Genesys advisors with larger customer, not a single answer...depends on the individual]]> 2018-04-10 21:28:54 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250498701 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250499573 What does the CSM do? What does the AE do? The clearer you can be the better. The culture at Box, people come to the table with a respect for their colleagues and leading with positive intent. ]]> 2018-04-10 21:32:43 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250499573 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250499991 Invite the CSM to attend sales functioned to be recognized. Work in progress and not enough! We have talked about a formal recognition program. We let our customers do it for us. Use NPS results and the CSM goes to the customer to affirm what the client is saying. A lot of time the NPS mentions the CSM as the key to their success. A good salesperson calls out the great things the CSM does.]]> 2018-04-10 21:34:46 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250499991 abadella https://padlet.com/rcoleman4/executivesymposium/wish/250505760 Where do we currently fall?]]> 2018-04-10 22:11:27 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250505760 abadella https://padlet.com/rcoleman4/executivesymposium/wish/250506213 2018-04-10 22:15:03 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250506213 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250506433 2018-04-10 22:16:52 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250506433 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250506476 connect senior customers with new  customers as "mentors"]]> 2018-04-10 22:17:17 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250506476 kciolli1 https://padlet.com/rcoleman4/executivesymposium/wish/250506597 1. empower on the product
2. engage with company/customers 3. advocate in market/industry]]> 2018-04-10 22:18:15 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250506597 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250506610 - empower on the product (outcome: retention/renewal)
- engage with company/customers (outcome: product expansion)
- advocate in the market industry (outcome: customer market expansion - leads + sales velocity)]]> 2018-04-10 22:18:22 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250506610 abadella https://padlet.com/rcoleman4/executivesymposium/wish/250506988 2018-04-10 22:20:28 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250506988 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250508301 We (Illuminate) are doing this through regional meetings and our conference. But we can def. improve more sharing/interaction between customers to share best practices. Doing panel type webinars/inviting guest speakers also helps.]]> 2018-04-10 22:30:51 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250508301 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250509287 So important for us to identify advocates early and throughout the customer journey. Let me know if you know someone who is NOT on this list and should be!: https://docs.google.com/spreadsheets/d/1JDjlSeEF21mxAsMUDiFvOb57IwPoczbaiJR8Ot0keFg/edit#gid=2053046237

FYI - We don't have a "tool" like Influitive to manage these advocates/referrals. Maybe down the line, but Dan and team not ready to move in that direction yet- we have lots and lots of other priorities to take care of first.]]> 2018-04-10 22:38:10 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250509287 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250509865 - Ensure buy-in throughout lifecylce, not just at sales time
- FYI We (at Illuminate) are developing an Executive Leadership Advisory Board...more info to come. 

]]> 2018-04-10 22:42:45 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250509865 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250874037 Don't try to guess what your customers want - ASK THEM!

The client will tell you what they are looking for, and from their you can actually create ]]> 2018-04-11 18:32:37 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250874037 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250874071 Don't try to guess what your customers want - ASK THEM!

The client will tell you what they are looking for, and from their you can actually create a Success Map - in this case, they identified 9 ways clients used their ssystem. From their, they adjusted the implementation to support each of the 9 paths.]]> 2018-04-11 18:32:41 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250874071 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250874530 MAKE THE PRODUCT AND IMPLEMENTATION immediatiely show the value - help clients achieve their primary goal quickly, and then keep developing.]]> 2018-04-11 18:33:29 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250874530 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250914255 CX - more than UI - measured by subjective means and rolled out via one to many

CO (customer outcomes) - customer specific, 1:1 and measured through hard objective metrics

as CSMs, too often CX and CO are handled by the same person, but CX should be built into the product. CX support more than webinars, but actualy guides in the system, a cleaner easier UI, intiuitive practices, clean and clear support]]> 2018-04-11 20:02:31 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250914255 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250916001 Use as a tool to share the customer experince across your organization.

]]> 2018-04-11 20:07:55 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250916001 kbakas https://padlet.com/rcoleman4/executivesymposium/wish/250916903 NPS scores that will be product specific and will help better identify what needs to be done. Using NPS for evaluation of implementation as well - so address UI, CX, and CO with a similar tool]]> 2018-04-11 20:11:07 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250916903 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250921624 Make sure that sales is documenting what was discussed during the sales cycle, so that CSMs are equipped with important information that can impact the customer implementation.]]> 2018-04-11 20:28:11 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250921624 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250922079 "CSMs are not just relationship managers. They are technical and inform Customer Experience."

CSMs Rock :-)]]> 2018-04-11 20:30:33 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250922079 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250924077 2018-04-11 20:38:49 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250924077 lpedroni https://padlet.com/rcoleman4/executivesymposium/wish/250924258 2018-04-11 20:39:41 UTC https://padlet.com/rcoleman4/executivesymposium/wish/250924258