AMA: Adobe Head of Customer Success (Asia), John Brunkard on Customer Success / Sales Alignment
December 10 @ 10:00AM PT
View AMA Answers
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 4mo
I’m probably going to disappoint the tool junkies, but after 15+ years fixing broken Sales–CS alignment at dozens of companies, my strong opinion is this: The highest-lev...
437 Views
2 requests
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 4mo
I suggest that there are two completely different playbooks depending on whether it’s an existing customer or a new logo. Existing customers (expansion / upsell / cross...
420 Views
1 request
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 4mo
My core belief: Renewals are a shared outcome, but negotiation is a specialist skill. CS should make renewal a complete non-event through value delivery and risk removal....
433 Views
1 request
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 4mo
This is an interesting questions. Here some ideas to consider. Consistency starts with one rule: one single, shared, always-up-to-date library that everyone actually uses...
366 Views
1 request
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 4mo
In my experience a clean handoff is non-negotiable. It is the single biggest predictor of Day-30 health, time-to-value, and eventual expansion.My definition of “clean”:Th...
387 Views
1 request
Adobe Head of Customer Success (Asia) | Formerly Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 4mo
Simple, repeatable model I’ve used in the past. CS owns discovery & qualificationThe CSM is closest to the customer every day → they surface 70-80 % of the best ups...
379 Views
1 request