Travis_Drews
Joined 3 years ago
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Re: LM Engagement Survey - V2M2 and backend process
I remember asking about this exact thing when interviewing for the CSM role over two years ago; How do we prioritize which customers to focus on the most, which activities bring most value to the customer? I came to realize the same as you, Toni, that there is no one perfect answer. I think that being able to identify the most valuable activites for your customers is what makes a great CSM great. That’s part of why the role exists in the first place, there needs to be a human to think critically and strategically about how to best support customers. That being said, one thing I have started to do is to spend the bulk of my efforts with customers who have a yellow health score. These are the customers that aren’t perfect, but are on the brink of losing interest in portal maintenance or giving up on LM. Without some extra TLC, they might easily fall into red health scores and start seeing little value from the product. I’ve found that it’s usually more likely that I can get a customer with yellow health scores to see a lot more value than I can with a red, or with a green score. And of course, it also has to do with a general understanding of what the account needs, if they’re a good fit to utilize the resources we have for them, etc. But yeah, I still think about what is the best and most efficient way to support my customers after all this time.0Views1like0CommentsRe: 4 areas as process quick wins
Asha and I have spent a lot of time improving the way that I use success plans and plan out customer journey, and it has helped SO MUCH! The success plan functionality in Gainsight was something that we have had for a long time, but that had kind of fallen by the wayside. So I would say discussing how to best use Success Plans is the biggest and most valuable gap that I see.0Views1like0CommentsDatasource to eliminate duplicate alerts on dual linked vCenters
My customer is receiving duplicate alerts for their dual linked vCenters. They would be interested in functionality where they could eliminate these duplicate alerts while still keeping both vCenters within LogicMonitor.0Views1like0Comments