Jeff Beaumont
Customer Success Consultant
Content
Jeff Beaumont
Customer Success Consultant • September 6
Before I start, know this is a difficult question to answer. Here is how I approach it: 1. Review the job description and make sure I understand it 2. Review it with my manager to ensure we're aligned. The point of this is uncovering any gaps between you and your manager 1. No......Read More
657 Views
Jeff Beaumont
Customer Success Consultant • February 8
A few: 1. Give them a call to focus on how they can improve their desired outcomes (not use more of your product, but how they can get their stuff done) 2. Deliver maturity models: have a way for customers to see how they stack against their peer group and/or against your internal a......Read More
531 Views
Jeff Beaumont
Customer Success Consultant • February 8
This become highly complex based on the user persona, the complexity, of the product, and the time to adoption, among other things. However, a few things to consider are: 1. Knowledge Base: Do you have a solid, robust knowledge base? Is that knowledge base actively referenced in your prod......Read More
530 Views
Jeff Beaumont
Customer Success Consultant • February 8
Two examples, one SMB and one enterprise: SMB: Theme: work backwards from what you want: customer is well-trained —> product adoption —> high retention. A long time ago I worked for a company entirely focused on SMB (think single users up to 20). With that, we worked backwards from what "g......Read More
529 Views
Jeff Beaumont
Customer Success Consultant • February 8
This isn't exhaustive, but can be a good starting point: 1. Annual survey results. It's a lot of work, but after gathering that feedback, share it back with your customers in a annual survey results PDF. For example, share some of the best practices, which tools have high adoption,......Read More
525 Views
Jeff Beaumont
Customer Success Consultant • May 30
This is tough because it's easier said than done. Hit your target. Prove your capability with what's expected of you (e.g., renewal rates, engaging with customers...), and then find ways to stand out such as getting customers to say "you better give _____ a raise!" or "I want to work with ____......Read More
518 Views
Jeff Beaumont
Customer Success Consultant • September 6
This can vary wildly. Areas It depends… 1. CSM/Pooled CSM 2. Digital 3. Renewals 4. Support 5. Professional Services 6. Implementation 7. Education 8. Operations/strategy 9. Enablement So when you look at all those, a CS org structure could be complex even with a small te......Read More
517 Views
Jeff Beaumont
Customer Success Consultant • May 30
Tie your work to a revenue driver, be a vocal advocate for company initiatives, and go the extra mile. * Hit your numbers: While this sounds like a "duh" statement, it's important because it shows you know what you're doing. You were entrusted with a task and you demonstrated excellence......Read More
488 Views
Jeff Beaumont
Customer Success Consultant • May 30
For the c-suite, it's intermittent and that makes each interaction (even a Slack!) that much more relevant. I tend to interact a lot with VPs and other directors. Because I have deep topical depth, it's tempting to share everything I know or give everything that I think they need or want to he......Read More
469 Views
Jeff Beaumont
Customer Success Consultant • September 6
The most important part: do not be single-threaded. Make sure you build connections with multiple people at the organization. Ask your champion who else you should talk with. If you struggle to get the champion to divulge that, share tidbits, insights, and other recommendations so your champion w......Read More
468 Views
Credentials & Highlights
Customer Success Consultant
Customer Success AMA Contributor
Top 10 Customer Success Contributor
Lives In California