AMA: RocketReach VP of Sales & Customer Success, Wynne Brown on Enterprise Customer Success
April 11 @ 10:00AM PST
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RocketReach VP of Sales & Customer Success, Wynne Brown on Enterprise Customer Success
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Given the cost-cutting and economic headwinds facing so many companies right now, many roles are collapsing into single roles - and there is a definite trend to have CS leaders hold responsibility for outcomes AND revenue (renewals, expansion). And it is a touch chicken or the egg: is it better t......Read More
447 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
The only standard metrics or KPIs I can provide to you for tracking success with enterprise clients are meta metrics and meta KPIs: how do you measure the value of your product? All metrics and KPIs should focus on how a customer will know the ROI in your solution is worth it. Tracking activity m......Read More
470 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
This question asks about balancing metrics focused on retention and expansion as if they're on opposite sides of a seesaw. They aren't. The path to expansion travels squarely through the metrics you would measure for retention. In other words, you have to earn the right to retain business before ......Read More
453 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Three things that you can do to begin building an Enterprise Customer Success motion: * Talk with decision makers who have bought your product. Learn everything from them about what was promised during the sales process, what implementation was like, how they will be reporting results fro......Read More
455 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
By definition, Enterprise Customer Success means that you are selling a product that becomes so fundamentally core to a large enterprise's own workflows, processes, policies, etc. that they spend a lot and have very high expectations for ROI. So if you need to quantify or justify with that quanti......Read More
448 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Enterprise Customer Success is the act of guiding enterprise customers through the customer journey to maximize ROI. It is the best and only way to fulfill the promises of the first sale, leading to renewals and earning the right to expansion. All CS practices measure things like: * Licenses......Read More
454 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
The top traits of an excellent Enterprise CSM are: * Communication so flawless C-level folks are pleased * A relationship builder with deep empathy and super high EQ * Obsession with value delivery so much so that they can leverage relationships to deliver hard messages * Able to take ......Read More
456 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Product Management is a three-legged stool: 1. Innovation: the vision for the product that should inspire and push boundaries 2. Market: what does the market demand for a solution 3. Voice of the Customer: the market covers the needs of who hasn't bought, and the VOC represents the ......Read More
454 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Enterprise CSMs need to master quite a few things to be able to drive the highest ROI for their customers: 1. Product: the extent of how technical a CSM should be will vary, but a CSM should be a master of using your solution 2. Value: nobody should know more about the value the Customer ......Read More
446 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Everyone always wants to know a baseline for ARR or number of accounts for CSMs, no matter what the segment. I think it is more important to understand how to model that based on your own business! I'm not going to say that an ECSM needs to have 10 accounts because it might be 20 or it might be 1......Read More
444 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
If you already have a solid Enterprise Customer Success team, you can up-level by looking at: * Do you have a Customer Advisory Board formed? Is it productive such that Customers are clamoring to be included? * Are you providing to your Customers speaking opportunities to showcase them ......Read More
439 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
My favorite interview question for an Enterprise Customer Success Manager is to ask their favorite failure. It is kind of an oddball question and it teaches me everything about: * how they think on their feet * how they learn from mistakes * how they take accountability * what they value ......Read More
429 Views
2 requests
Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
A top-notch sales enablement leader has a few characteristics that make them so awesome: * A broad knowledge of sales methodologies and techniques without being attached to any... a melting-pot of best ideas will likely be best * An obsession with iteration: measure, improve, measure again......Read More
444 Views
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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
I love the idea of a product marketer pivoting into a sales enablement role and here is why: much of sales enablement is about improving messaging and measurement of trainings so they can be reinforced or iterated. A product marketer has those skills! Here are the transferrable skills you can ......Read More
707 Views
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