Communities
Sign Up / Sign In
TAGS
All
Account Management
Customer Success Operations
Digital Customer Success
Enterprise Customer Success
SMB Customer Success
Customer Success Subteams
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
484 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
388 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
376 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
389 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
387 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
392 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
402 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
401 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
404 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 12
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
391 Views