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John Brunkard
Vice President of Customer Success APJ, Sitecore
About
An accomplished and results driven Customer Success and Experience Executive Leader with a proven track record of successful leadership across the entire customer journey. A proven record in building and leading high performance, customer-focused ......more
Content
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
Here are some strategies that I use to inspire and motivate my Customer Success team: Set Clear and Achievable Goals: It is important to set clear, specific, and achievable goals for your team. At Sitecore we use the Objectives - Key Results (OKRs) approach. These OKRs align with the company's ......Read More
1266 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • May 2
This somewhat depends on the company and its products. In general I would say that having technical skills can be helpful for a CSM…an additional plus in the trusted advisor role. The CSM's primary responsibility is to develop strong relationships with the customers key stakeholders, understa......Read More
780 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • April 29
I am assuming this question is about career progression and movement to the next grade level. You should have a growth mindset and a desire to continuously improve, develop and learn. Here are some areas to consider focussing on. 1. Focus on results that matter for your current role (OKRs / M......Read More
714 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
I previously answered this type question for CSMs however this time I will put in some resources that are more focussed on Customer Success Leaders. Here is the link to the previous answer. These are some books I would recommend specifically for Customer Success Leaders...in no particular order......Read More
628 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
Here are some of the ways that we use to foster collaboration and communication between customer success, sales, marketing, and other departments within the organization. Conduct Regular Sessions with Internal Stakeholders: Customer Success Leaders schedule routine cross-functional sessions ......Read More
620 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
Setting realistic goals for customer success teams and regularly reviewing and adjusting these goals is essential to ensure alignment with company objectives and adapt to changing market conditions. Here's how we approach goal setting and the frequency of review and adjustment: Goal Alignment: ......Read More
619 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
1. Know where you are - Data Analysis - Assess the current performance of your team. Review your active customer list - How many accounts per CSM, Total Portfolio ARR per CSM, active customers, customer health. Look at churn / retention and expansion rates. Looks at CSat or NPS 2. ......Read More
606 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
Handling team challenges and conflicts in a customer success department is a critical aspect of maintaining a high-performing and harmonious team. It's important to foster an environment where healthy conflict can be harnessed for growth and innovation, while also adhering to company values, obje......Read More
598 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
* Churn: Retaining existing customers, ensuring they achieve their desired outcomes, and receive value. * Proactively engage with customers to identify potential issues. * Regularly assess customer health and usage patterns. * Provide personalized recommendations and reso......Read More
598 Views
John Brunkard
Sitecore Vice President of Customer Success APJ • November 3
To identify and develop talent within our Customer Success team, we employ a multifaceted approach that encompasses recruitment, structured assessment frameworks, performance management, and individual development plans. Here's a brief on how we go about it: Recruitment Process: Talent identific......Read More
587 Views
Credentials & Highlights
Vice President of Customer Success APJ at Sitecore
Formerly Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic
Top Customer Success Mentor List
Customer Success AMA Contributor
Studied at Masters Science Management of Technology
Lives In Singapore
Knows About Customer Success / Customer Support Alignment, Customer Success / Sales Alignment, Cu......more
Speaks English