CS in Focus’ Post

This was a fun episode of #RevOpsUnboxed with Jenn Glabicky, Director of Revenue Enablement at Dodge Construction Network we talked about the importance of the synergy between #RevenueOperations and #RevenueEnablement and much more! 🎙️Here's a bit about what Jenn had to say...🎤 🚀 Enhancing Revenue Enablement for a Seamless Customer Journey 🚀 👉Holistic Revenue Enablement: Unlike traditional #SalesEnablement, Revenue Enablement focuses on empowering all touch-points throughout the customer journey. This ensures a consistent and seamless experience for the customer from prospecting to onboarding. 👉Five Pillars of RevOps: Our RevOps organization is structured around five pillars: Systems & Tools, Contracting, Revenue Enablement, Data & Analytics, and Commissions. Each pillar plays a crucial role in supporting the entire revenue process, with revenue enablement bridging the gap between them to streamline operations. 👉Integrated #CustomerJourney: Understanding and aligning with the customer journey is paramount. Our revamped onboarding process aims to enhance the customer experience by ensuring that our reps are well-versed in both the sales and customer journey processes. This integration is key to driving customer satisfaction and revenue growth. Link to the full episode: https://lnkd.in/e26K3Pst Revenue Operations Alliance Sales Enablement Collective Rebecca Stewart Jack Debono Will Burden Vivek Gulati Rose Johnstone #SalesOps #SalesOperations

We're in this new ✨ revenue efficiency ✨ era. Businesses have moved away from growth at all costs. And have shifted to start with customer value and find ways to deliver it profitably by building repeatable, predictable, scalable processes that unite and align sales, marketing, and customer success. But who's going to do it all? It's RevOps. Leadership and frontline sales, marketing, and CS are busy trying to attract, retain, and grow customers. RevOps is the team that has the time to sit down and fix these processes one step at a time. Yet, RevOps often cannot solve these problems. Why? RevOps is often treated as a systems admin. They react to fire drills all day, every day, with a flood of ad hoc requests coming in. There's never any time to do strategic work, to actually think about the customer value they want to deliver and build an engine to deliver that. In RevTalks episode 8, Eddie Reynolds, founder and CEO of strategic RevOps consulting firm, Union Square Consulting, shares that it all starts with strategic planning, focusing on the customer journey, finding ways to deliver more value profitably by prioritizing the most important work, and being proactive in building the infrastructure to deliver a better customer experience. Tune in to hear the breakdown of this concept: https://lnkd.in/guv5yRqt

In today’s competitive landscape, revenue management is more than just setting rates—it's about unlocking opportunities, predicting trends, and crafting strategies for profitability and top-tier guest experiences. Excited to share recent wins: 💸 25% increase in ancillary revenue 🏨 35% rise in occupancy across properties 📉 Achieved 98% forecasting accuracy The secret? Real-time market insights, cutting-edge tools, and a passion for aligning business growth with customer satisfaction. As technology transforms the industry, I look forward to seeing how innovation shapes the future of revenue management—and I'm prepared to embrace the challenge! What emerging trends or technologies do you believe are transforming revenue management? Let's discuss below!👇 #RevenueExcellence #StrategicLeadership #BusinessGrowth #RevenueOptimization #HospitalityInnovation #DataDrivenDecisions #CustomerSuccess

𝐏𝐮𝐭𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐛𝐞𝐬𝐭 𝐩𝐫𝐚𝐜𝐭𝐢𝐜𝐞𝐬 𝐟𝐨𝐫 𝐭𝐡𝐞 𝐍𝐨𝐫𝐭𝐡 𝐒𝐭𝐚𝐫 𝐌𝐞𝐭𝐫𝐢𝐜 ✨ Selecting the North Star Metric is crucial for aligning the entire team towards a common goal. It takes research and coordination between groups, managers, and various organizational constraints. When picking the right North Star Metric, we would want to make sure it: 𝑨𝒍𝒊𝒈𝒏𝒔 𝒘𝒊𝒕𝒉 𝑩𝒖𝒔𝒊𝒏𝒆𝒔𝒔 𝑮𝒐𝒂𝒍𝒔 We want to make sure the metric contributes to the company's overall objectives and mission. 𝑰𝒎𝒑𝒂𝒄𝒕𝒇𝒖𝒍 Choose a metric that reflects the core value your product delivers to users and drives long-term success. 𝑴𝒆𝒂𝒔𝒖𝒓𝒂𝒃𝒍𝒆 Your metric should be quantifiable, easily tracked, and accurately reflect user behavior and engagement. 𝑨𝒄𝒕𝒊𝒐𝒏𝒂𝒃𝒍𝒆 The metric should be actionable, and teams can influence it through their efforts and initiatives. 𝑺𝒊𝒎𝒑𝒍𝒆 𝒂𝒏𝒅 𝑼𝒏𝒅𝒆𝒓𝒔𝒕𝒂𝒏𝒅𝒂𝒃𝒍𝒆 Keep the metric simple and easy to understand across the organization to facilitate alignment and focus. 𝑳𝒆𝒂𝒅𝒊𝒏𝒈 𝑰𝒏𝒅𝒊𝒄𝒂𝒕𝒐𝒓 Ideally, the metric should be a leading indicator of future success, giving insights into user behavior and trends. 𝑳𝒐𝒏𝒈-𝒕𝒆𝒓𝒎 𝑺𝒕𝒂𝒃𝒊𝒍𝒊𝒕𝒚 Avoid metrics that fluctuate frequently or are easily manipulated, aiming for stability over time. 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓-𝑪𝒆𝒏𝒕𝒓𝒊𝒄 Focus on metrics that directly measure customer satisfaction, retention, or loyalty, ensuring a user-centric approach. MAU, # of paying users and retention rate can provide insights. 𝑪𝒓𝒐𝒔𝒔-𝑭𝒖𝒏𝒄𝒕𝒊𝒐𝒏𝒂𝒍 𝑩𝒖𝒚-𝑰𝒏 Involve key stakeholders from different departments to ensure buy-in and alignment with the chosen metric. 𝑰𝒕𝒆𝒓𝒂𝒕𝒊𝒗𝒆 𝑷𝒓𝒐𝒄𝒆𝒔𝒔 Recognize that selecting the North Star Metric is an iterative process that may evolve as the product and market dynamics change. Regularly reassess and refine the metric as needed. Don’t forget to choose your North Star Metric foundations based on your product’s and company’s needs. #NorthStarMetric #GrowthStrategy #ProductManagement #CustomerSuccess #DataDrivenDecisions #ProductStrategy #PerformanceMetrics #ProductDevelopment #SuccessMetrics

The Latest Episode of The Revenue Lounge has just dropped! 🎉 In this episode, host Randy Likas sits down with Sam Slevin, Global Senior VP of Customer Success at AlphaSense, to explore powerful strategies for customer retention and growth. 💡 Sam shares how aligning customer success with the original reasons a customer chose your product can transform your retention efforts—and much more! Key Takeaways from the Conversation: 🌱 Retention Starts from Day One - Retention isn’t just an end goal—it begins with the first customer interaction. - Establish clear goals and success criteria early to set a strong foundation for long-term loyalty. 🤝 Aligning with Customer Expectations - Reinforce why customers chose your product at every touchpoint to ensure satisfaction. - Continuously track key milestones to stay aligned with evolving customer needs. 📈 Data-Driven Customer Success - Use data and business intelligence to enhance customer experience and drive growth. - Maintain clean data for effective communication and implement AI tools for personalization. 🔄 Seamless Handoffs Between Sales and Customer Success - Smooth transitions between teams prevent gaps, creating a strong customer relationship. - Treat renewals with the same importance as new deals, applying structured frameworks like MedPic. 📋 Evolving Customer Success Strategies - Organize teams by roles (post-sales support, account management) for deeper engagement. - Adopt a digital customer success model for smaller accounts while providing high-touch support for key clients. Whether you're starting out in customer success or looking to fine-tune your retention strategies, this episode is packed with insights you can’t miss! 🎧 Tune in now for practical advice on scaling customer success to fuel business growth. Link in comments 👇 #CustomerSuccess #RetentionStrategy #BusinessGrowth #RevenueGrowth #CustomerEngagement #RevOps

Breaking Down Silos: Fostering Cross-Functional Collaboration for Better Customer Experiences featuring Jay Nathan, COO at Churnkey and your host Nicole Saunders and Christopher Detzel Key takeaways: 👉 Customer expansion is crucial for growth, especially in today's economy. 👉 Cross-functional collaboration is essential for delivering seamless customer experiences. 👉 Investing in strong customer support can drive retention and growth. 👉 Customer communities can facilitate knowledge sharing across the organization. 👉 Data-driven insights help identify expansion opportunities and tailor offerings. The episode emphasizes how breaking down organizational silos leads to better outcomes for both customers and businesses. It's a must-listen for anyone in community management, customer success, sales, or support roles. Find the episode link in the comments: What strategies have you found effective for fostering cross-functional collaboration in your organization? #CustomerExperience #CrossFunctionalCollaboration #BusinessGrowth #CustomerSuccess Share your thoughts below! 👇

Breaking down business outcomes –> product outcomes If you're in a product or growth role focused on activities like... - Improving Customer Acquisition - Increasing User Retention and Engagement - Conversion Rate Optimization (CRO) - Defining Growth Strategies but you're finding it hard to transition from large, unstructured business outcomes to something the team can focus on and deliver... Check out this FREE webinar tomorrow with Ant Murphy (Product Coach & Founder of Product Pathways) and Steve Klein (Vistaly co-founder)! They are going to cover several actionable methods to break down these business goals into ones: - With shorter feedback cycles. (Know what you're doing is actually working) - That are easier to influence. (Less reliant on other teams for success) - That create focus. (You don't have the time to explore every possible way to influence a metric) If you want to join this, sign-up for the free event (Registration link in comments). #product #growth

In the realm of Customer Success, the adage "Change is the ONLY constant" resonates profoundly. In a dynamic business landscape, customer needs, preferences, and expectations are in a perpetual state of flux. To thrive in this environment, Customer Success professionals must embrace change as an opportunity rather than a challenge. By staying agile and adaptable, they anticipate shifts in customer behavior, proactively adjust strategies, and cultivate lasting relationships. And this is why our next The Talent Lens: Success Magnified webinar is SO important. Jennifer Albrecht, Senior Vice President for Customer Success at PeopleGrove, will be discussing 'Mastering Change Resilience for Customer Success Professionals'. It's May 9th at 11 AM CST, you don't want to miss this. Register below! #CustomerSuccess #ClientSuccess #SaaS #Tech #Change

🎙️ Exciting stuff! We've got another double header on The Daily Stand-Up! Jam-packed with wisdom from Julie Fox and Armando Quintana III 1️⃣ Up first: Just when you thought you were getting a grip on digital CS, Julie Fox challenges us to level up our thinking and introduces a new concept: ✨ Digital CS 2.0 ✨. Julie reframes digital strategies to be less about eschewing low-ARR customers and more about amplifying our best and brightest CSMs, taking us to an all-new level. Which is a great transition: What do we do with these amplified relationships? 👇 2️⃣ Armando Quintana III joins us to explore the fundamental needs of customer success in owning a growth quota. We discuss insights on why customer success shouldn't *just* be relationship-focused, how the role has evolved and devolved over the past several years, and how to take ownership over a quota. Check these out for some cutting-edge strategies and insights! Links in the comments. #DigitalSuccess #CustomerSuccess #PodcastEpisodes #TheDailyStandUp

🐘 The Elephant in the Room: Mapping the Customer Journey at Austin's Customer Success Festival In one of the sessions at the recent Customer Success Collective event in Austin, participants tackled a challenge familiar to many: mapping the customer journey across siloed functional teams. But instead of just acknowledging the problem, attendees dug deeper, sharing insights and practical strategies to overcome it. 👉 Customer success is "marriage" for life: One key takeaway emphasized the shift in mindset necessary for true customer success. It's not a one-time interaction or a quick sale. Instead, it's a continuous commitment, akin to a "marriage," where the customer success team navigates the ebbs and flows of the relationship throughout the customer's entire journey. 👉 Beyond fragmented views: Seeing the whole elephant, not just the trunk. The discussion recognized the limitations of individual functions, each seeing their piece of the customer journey, like the proverbial blind man and the elephant. This limited view leads to disjointed experiences and, ultimately, hinders customer success. 👉 Data: The bridge across the silos. The solution? Ditch the biased perspectives and map the journey using data from all touchpoints. This means incorporating data from sales, marketing, support, and beyond to create a holistic picture of the customer experience, free from individual team biases. 👉 Alignment from the top, collaboration at the core. But data alone isn't enough. Participants emphasized the need for top-down alignment, defining the customer journey based on data-driven insights and ensuring all teams pull in the same direction. This fosters collaboration across functions, breaking down silos and creating a unified approach to customer success. 👉 Breaking down the tool barrier: Speaking the same language. Another challenge lies in the disparate tools used by different teams. A CS platform might not grant visibility to sales, and marketing tools might neglect to capture the CS portion of the journey. This leads to warped perceptions of the customer, depending on which function is looking. The answer? Integration! Seamlessly connecting platforms ensures all teams, not just fragmented versions, see the same customer. #CustomerSuccess #CustomerJourney #Collaboration #DataDriven #AustinCSC #Funnelstory Karla Kannan Jenelle Friday Tara Willhite Jill Wallace Pfeiffer Sooah Lee Weems Sandy Masciarelli Cameron Broussard Harry Dear Trevor Duguay Alex Turkovic FunnelStory Arun Balakrishnan Gilad Shriki Jam Khan