Jamie Cue

Great post ! 🙏🏽🏆 With my top 3 being How many accounts does a CSM handle? - are you burning your employees out? 👀 How does CS, Product, and Engineering collaborate - can your teams collaborate and share data and input to the roadmaps What happens when a customer isn’t a good fit for your product?- the best one yet! Finally ask CEO what they think 🤔 It will likely surprise you how many leaders do not place importance on customer succeed and it shows 🤦🏽‍♀️

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How Nicole went from laid off, lacking confidence and unemployed for 8 months to securing a CSM job within 16 weeks (AND passed her 3 month probation period) Nicole was a CSM who: • Was laid off. • Was losing confidence • Couldn’t land any interviews She hunted for months before without success. Until we worked together We secured her new remote CSM role back in May. (through applying, not networking) But now the real work began. Sure, getting the CSM job in the first place is important, but you also need to KEEP the job. Many people rest once they’ve secured a job; but that’s only half the battle. You need to prove to them that they made the right choice. And you only have 12 weeks to do this. So we set out a plan. Each month after securing her job we met bi-weekly to work through her: • Onboarding (which is like drinking from a firehose) • Showing initiative (going above the call of duty) • Grasping the product (which takes a lot time) • Optimising her book of business (understanding each customer needs) • Creating internal stakeholder relationships (building internal relationships) I’ve seen countless CSM’s fail at this. Not understanding that you are on “stage” once you get hired. You need to put everything you can into this period to prove yourself. Whether that’s: 1. Working longer hours 2. Reading into the industry 3. Watching every colleague call Its a necessity. However, she went above and beyond; and secured that 3 month probation. Mission accomplished. So, if you are a CSM who: • Wants help finding their next role • Needing to ensure they hit their 3 months. • Looking to increase their interview confidence • Sick and tired of spinning their wheels with no results • Thinks that networking is as effective as dial up internet DM me “Summer” I’m looking for 4 people to help.

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"43% of marketing pros report that collecting enough data on leads is the biggest barrier to lead conversion." You don't need a huge budget to have strategic and impactful campaigns. My favorite conversations with customers involve strategizing how to best equip their sales team with powerful insights that give them a leg up on the competition. #b2b

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Vacation Planning in the contact center can be easy, unbiased and streamlined. Learn about Calabrio's Vacation Planner Pro, coming soon! #calabrio #WFM #contact center

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How to Avoid No-Shows for Your Video Calls If you've worked in SaaS Sales you've been there – waiting on that Zoom call with a prospect or customer that never starts because someone didn’t show up. Now before we start criticizing people who click attend and never don't show up to meetings, here are a few strategies that have worked for me to reduce the risk of this or at least easily re-arrange a call when someone has a last-minute clash. 1️⃣ Always Have an Agenda in the Invite Description: Include a clear agenda in the call description when sending the invite or calendar link. This sets expectations and shows the purpose of the meeting from the beginning. 2️⃣ Connect on LinkedIn Pre-Meeting: If possible, connect with attendees on LinkedIn before the meeting. This adds a personal touch and helps build rapport, increasing the likelihood they'll join. Once connected, you can personalize a message to them pre-call to introduce yourself. 3️⃣ Send a Reminder: Send a brief reminder the day before or the morning of the meeting. Include the agenda again to reinforce the purpose and ensure attendees are joining the call up to speed on proceedings. 4️⃣ Send a Nudge if They Don’t Show Up: If someone hasn’t joined the meeting after 3-4 minutes, I always send a polite reminder email. Sometimes, people lose track of time or forget to check their calendars, and this email serves as a helpful last-minute reminder. 5️⃣ Reschedule the Meeting: If there’s a complete no-show, I’ll rebook the meeting for the same time, 24 hours later. Unexpected things can happen, and keeping the meeting on the calendar allows for easy rescheduling if the new time doesn’t work. I've found implementing these small steps can make a big difference in reducing no-shows and ensuring productive video calls What strategies have you found effective in reducing no-show rates?

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If you commit another deal that doesn’t close I’ll f***ing fire you My jaw dropped 😳 The CRO had been so chill until today. We just missed our call. And his job was on the line. I was 2 months into my first SDR role 😅 (wasn’t even sure why I was on this call) This rep had a history of committing deals that slip 🤷‍♂️ The CRO pulled up his deal. LIVE. HE BROUGHT READ RECEIPTS 👀 and this is what we found: - ghosting for 2 weeks - only 2 stakeholders - no next step and ZERO chance this was ever closing. Looking back now… I would’ve unmuted and said two words: Use. Gong. 😈 (HAHA sike i value my life too much defff wouldn’t have spoken up) But FR this was preventable by: - knowing which deals were ghosting - flagging deals with no next steps - cherry picking sketchy deals AND actually understanding why they weren’t likely to close… But what do I know. I’m not a CRO. LMK? am i WAYYYY off here or was this totally preventable? P.S. shockingly this turned out to be a pretty toxic work environment. defff isn’t normal to talk/treat humans like this. P.P.S. there’s a revenue intelligence tool that solves for all of these things. anyone remember what it’s called? 💜 ✨Hint: it rhymes with Song, Long and Hong Kong ✨

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Customer Success Management is all about quality over quantity. It's not about the number of customer meetings, emails answered, or content created – what truly matters is the impact you make. That impact hinges on the quality of your work: understanding customer needs, accurate CS plans, and successful implementation of learnings. Despite claims that customer success is immeasurable, I believe otherwise. Customer progress serves as your leading indicator, while customer outcomes act as your lagging one. #CustomerSuccess #QualityOverQuantity

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Last month, my CSM client (almost) got job scammed on LinkedIn -3 rounds of interviews -Negotiated her salary -Felt so excited But something was off. They wanted her passport. What employer asks for a passport? The scammers screwed up, thankfully. This is why I tell people to be cautious Use a job board that is vetted with verified roles and companies and updated often. That’s why I created the No BS CSM Job Boards: -Updated Daily -Can search by company -Jobs are directly from company pages -USA, Canada, and UK -Remote, Hybrid, and In-person roles. It costs less than A Big Mac Meal (and it won’t kill you) Get it here: https://lnkd.in/dUYXuMYG

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