Retention Seekers

How do you prevent churn? 3 incredible reps who are the best in their field will be sharing their advice on... 🤫 The importance of focusing on quieter accounts, not the louder ones 🎨 Creatibe ways to engage with your MIA customers 🧠 How to attend your customer meetings with THEM at the forefront 🖖 Doing more with less and splitting your time equally across your accounts 🤝 Finding ways that product can work with the customer Join us on Tuesday 19th November 1-2pm for our webinar with Hook to learn from the geniuses that are... Reb Comer, CSM at Hook Max Lemmens, Global Strategic Accounts at Adyen Benjamin Kandebe - Enterprise CSM at Go1 If you work in CS or AM, you won't want to miss this one! Sign up now ⬇️ https://lnkd.in/eiJvKw67

"Relationship management is key to any successful business 🤝 Without building external (clients) and internal (teammates) relationships, everything is likely to come to a standstill and ultimately neither party is likely to be successful. Lack of success ultimately leads to unhappy customers who churn and colleagues who are likely to leave!" 🚪 Nick Thomas, Head of Customer Success at EnterpriseAlumni shares with us his 3 key takeaways for the Importance of Relationship Management in business, not just SaaS. 🤝 Relationship Management is important with both external and internal stakeholders 👍 Be the trusted advisor 😳 Don’t be afraid to say you don’t know, but I know who does know – you will be respected more To read more about this, then read Nick's full blog here... https://lnkd.in/eRbMwjGW Why do you think relationship management is important? ⬇️ #AccountManagement #CustomerSuccess #Tech #Sales #Blog

Studies have shown that talking whilst walking can reduce overthinking, stress, and social judgment and allow you to feel more open and creative. 🎨 Which is why Chris Hatfield created Run Your Mind- an incredible place for people to meet up for a walk/run and discuss topics centered around taking care of your mental well-being 🧠 🗓️ For World Mental Health Day on Thursday 10th October, we’re teaming up with Chris to host a 3km Guided Walk around the Farringdon area If you’re interested in meeting new people, gaining support from others, and speaking about topics that could actually help you whilst increasing your step count, then sign up below ⬇️ 📍Meet outside Wiser HQ at 6pm come rain or shine (hopefully shine) No level of fitness required 💪 Tag people below who might be interested in attending 👯 #WorldMentalHealthDay #MentalHealth #Mindset

“Anyone customer-facing needs to be revenue focused.” - Natasha Evans Last week we hosted an event with Hook about how to become more data and revenue-focused. The incredible Natasha Evans, Rav Dhaliwal, Toni Pang, and Emily Bushell sat on our panel which was filled with actionable takeaways including… 📈 Are NPS scores overrated? - They can provide valuable insights, however, should be used in conjunction with other metrics to gauge overall health and engagement, and not be the single source of truth for forecasting & planning. 📊 Track relevant metrics such as gross/net revenue retention, usage statistics, and engagement levels. 🏆 Customer advocacy is so important to turn satisfied customers into champions who can influence others. 🎁 Keep up the relationship: If a customer churns, send leaving gifts or help them move to another platform. Their last experience with you will be the lasting one, so make sure it’s good. 🗣️ Communication is key: Communicate with your AM/CS counterpart to make sure there are no muddy waters of who owns what. Have regular check-ins, and divide and conquer. This behaviour must be fostered and supported by the leadership team. Thanks to Hook for working with us on this event Keep your eyes peeled with our next collab event coming very soon 👀 #AccountManagement #CustomerSuccess #Tech #Sales #Event

"Customer Success and Account Management need to be aligned. The rhythm of quarterly book of business reviews is key." Emily Bushell, Senior Director of Customer Sales & Success at Highspot will be joining our Retention Seekers & Hook panel on Thursday 5th September as we unpack leading revenue in 2024/25 alongside Natasha Evans, Head of Customer at Hook, Rav Dhaliwal, Angel Investor at Hook and Toni Pang Lead CSM at Clari to unpack... 👉 Leading revenue functions from a leadership vs IC and new leader perspective during a challenging period 👀 What KPIs you should be looking for 🚀 Discussing actionable takeaways for you to implement into the day to day Secure your spot here: https://lnkd.in/e9fgYk_g

"Sales is the process of delivering value, and if you deliver value, revenue will be the outcome" Rav Dhaliwal, Angel Investor at Hook will be joining our Retention Seekers & Hook panel on Thursday 5th September as we unpack leading revenue in 2024/25 alongside Natasha Evans, Head of Customer at Hook, Emily Bushell, Senior Director of Customer Sales & Success at Highspot and Toni Pang Lead CSM at Clari to unpack... 👉 Leading revenue functions from a leadership vs IC and new leader perspective during a challenging period 👀 What KPIs you should be looking for 🚀 Discussing actionable takeaways for you to implement into the day to day Secure your spot here: https://lnkd.in/e9fgYk_g

"2023 was a tough year, especially for SaaS organisations. In periods of decline and uncertainty, trust and transparency is paramount. Having transparency up and down the organisation fosters open communication and a place where people feel safe to share" Toni Pang Lead CSM at Clari will be joining our Retention Seekers & Hook panel on Thursday 5th September as we unpack leading revenue in 2024/25 alongside Natasha Evans, Head of Customer at Hook, Emily Bushell, Senior Director of Customer Sales & Success at Highspot and Rav Dhaliwal, Angel Investor at Hook to unpack... 👉 Leading revenue functions from a leadership vs IC and new leader perspective during a challenging period 👀 What KPIs you should be looking for 🚀 Discussing actionable takeaways for you to implement into the day to day Secure your spot here: https://lnkd.in/e9fgYk_g

4 months into the role at Hook and in her first technical support engineer role, Lauren Alie is making serious moves in the technical support engineer role at Hook… 💪 Lauren was motivated to get into a more technical facing role with a focus on problem solving and getting to the crux of an issue 🙌 “I find it really rewarding fixing people’s problems and I really enjoy the customer facing side of the role” What’s key to your success in this role? 🔥 “Regular, clear communication is crucial with your customers. The more you communicate, the better. It’s more beneficial to be transparent and give a really strong customer experience” Within Hook, there’s a lot of opportunity to cross-collaborate across teams in a business that’s quickly growing. Sitting within the customer team, Lauren works closely with Natasha Evans Evans, Head of Customer at Hook “Tash helps me think about my growth in the role and I’m learning so much from her, everyone is very supportive of each other, celebrating the wins, small or big.” What’s the biggest learning you’ve made in the role so far? 🤔 “The importance of patience and time. It can sometimes feel very overwhelming but being patient with yourself is key for success” Looking to the future, Lauren is excited to grow more in the team. “Being able to make key decisions early and contribute to the growth of the tech support team is really exciting” You’re absolutely smashing it Lauren, we can’t wait to see you continue to grow at Hook 🚀

What are your steps for moving forward when you feel like you’re in a corner with your customer? The project is delayed due to internal funding but they still see the value. One of the questions asked to Jessica Roberts and Alice Bedford in our incredible webinar yesterday with Retention Seekers 🤨 Does your customer really see value in what you’re selling? If they really see the value, the cost is usually the last thing to come up. Offer a POC to keep articulating the value. 💡 Ask them, “Tell me more about the situation you’re in. Is there a blocker in the funding?” Understand if that is the REAL objection. 🤷♀️ Turn it on its head with the customer. “We’ve spent all of this time working together. Tell me what happens if we do nothing?” - This question will help uncover the hidden risks. Speaking of value, the value shared in this webinar was insane, so comment 🔥 if you’d like me to send you the recording Thanks for sharing your insight Alice & Jessica! 🙌 #Value #KPIs #Webinar #Tech #Sales #Customer #Retention #Renewal

"It's essential to put KPIs in place that are stretchy whilst being achievable and motivating..." 💪 Jessica Roberts Senior AM at Highspot and winner of the Account Manager award at The Elites 2024 shares her tips on successfully hitting your KPIs 🙏 Want to hear more from her winning expertise? Join Retention Seekers on Tuesday 6th August 12-1pm along with Alice Bedford, Senior CSM at Salesloft and winner of the Customer Success award at The Elites 2024, as they share their tips and tricks for setting yourself up for success when it comes to KPIs 🚀 We'll be diving into... 🏆 Having a successful cross-collaboration relationship with your CSM or AM 🤝 How to successfully set KPIs with your manager and motivate yourself 🤔 Unpack other initiatives to grow your brand beyond KPIs Register now: https://lnkd.in/ec_EKrxK #KPIs #Webinardiscussion #customersuccess #accountmanagement