Profile
Wynne Brown

Wynne Brown

VP of Sales & Customer Success, RocketReach

Content

Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
The key to ensuring smooth customer onboarding are simple, powerful and sometimes hard to achieve: 1) Setting clear expectations on the path with milestones and timelines, and then get customer sponsor buy in: you will fail if you don't have a counterpart on the customer side that is equally inv......Read More
1647 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
When we think about turning around at-risk Customers, the first step is to create categories that allow you to run plays against the risk. This seems obvious but often teams get paranoid and worried... and worry is not actionable. Throw into the mix that it is 2023, and it feels like so many more......Read More
835 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
You MUST have a Customer Success Platform. All customers want to have optimized onboarding, adoption and value delivery and even your enterprise customers want a lot of digital and on-demand interaction. To manage all of this, you have to have a system that can interpret user behavior into calls-......Read More
821 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
Before you can worry about reducing TTV, you need to make sure you have clear definitions of what that value means. The sliding scale of standard to fully custom will depend on your product: commodity out of the box all the way up to an enterprise platform. Once you have a clear definition of v......Read More
818 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
There are two forums for showcasing and celebrating - most of you are thinking maybe there is just one? Case studies and panels, etc? I'm actually not going to talk about that since that is what is more well known. Let me pivot this question instead to talk about the second forum: internal. As......Read More
814 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
In many ways, Customer Success is the hub of all activity in a company. Sales needs to know where they are winning or losing with the expectations they're setting; overselling or selling shelfware will cause churn. Marketing needs to know what customers are thriving with your solution so that you......Read More
812 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
The only constant is change and that should go for the customer journey as well. The assumption in this question is right: the customer journey should always be evolving. The market evolves, customer needs evolve...so your mapped customer journey should evolve too. The best approach to continuous......Read More
806 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
As you grow, the fear is that the quality of what you deliver will degrade. The question here is how to keep it consistent... but I pose that as your customer base grows, your customer experience should improve. The more data, the more insights, the more you should be able to more rapidly adapt t......Read More
803 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
Having a Customer Success Platform (CSP) is crucial to be able to personalize the customer experience. You should not even attempt to personalize without a CSP that will allow you these crucial things: 1) relating users to an account and the total spend of that account (this helps you prioritize......Read More
797 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessAugust 31
There a few "plays" you should always be ready to run when you think about customer relationships: 1) Change in champion: folks switch jobs. The loss of your champion can be engagement-killing if you haven't multithreaded. For every strategic account, you should have multiple contacts. For every......Read More
785 Views
Credentials & Highlights
VP of Sales & Customer Success at RocketReach
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Knows About Customer Success / Sales Alignment, Developing Your Customer Success Career, Customer......more