Missie Dunham

Some days, customer success looks like leading professional developments, calling partners, and crafting back-to-school materials for '24-'25. Some days, it's explaining to the content team that why, yes - you *can* use that an angle-side-side relationship, but we prefer to use side-angle-side relationships in our Geometry content for high schoolers because the abbreviation is more... G-rated. 😅 Just one of those #transitionedteacher skills that only an educator can bring to your team! #STEMeducator #trianglesaretorture #geometry #contentupdatescomingsoon

6

Skip that masterclass on balloon animals and use your L&D budget a conference with dynamic speakers, actionable sessions, and incredible networking opportunities: Activate Summit! https://lnkd.in/gCXznNsp Check out these courses! Demystifying Email Deliverability 101 - practical deliverability advice and insights for Marketers As a Marketer, do you ever wonder “why is sending email such a black box” when it comes to if and how those emails get delivered into the inbox? The Iterable Email Deliverability team is here to help demystify the aspects of Email Deliverability with insightful knowledge and practical tips for optimizing your email program. Rob Schneider, Senior Email Deliverability Consultant Driving Engagement with a Cross-Channel SMS Strategy SMS marketing has become one of the most powerful customer engagement channels for businesses. Learn SMS best practices, design effective message flows, and measure program impact to iterate rapidly. Clayton Mamele, Manager, Professional Services Iterable’s AI suite: Strategies for optimal set-up, launch, and ongoing AI management AI is rapidly becoming essential in the world of marketing. In this training, we’ll highlight four crucial AI features providing significant value to marketers today, with a special focus on Predictive Goals. Lisa Parsell, Senior Value Consultant

3

Build your customer success career with tips from three Salesforce pros! Three of our customer success experts share their insights on everything from landing your dream job to thriving in your role.

1

Are you estimating in story points? There are 4 factors that you should consider to get the most out of your estimates. Learn what they are in today's Minute with Mike: https://lnkd.in/g6hfWzrf

6

2 Comments

I got a message from a recruiter today for a Product Management leadership role, and I quickly replied, "I'm not a product manager." Maybe that's not exactly true. Because there are some important parallels between product management and growing a digital customer academy. 😎 Consumers need to know your product exists and what it can do for them before they can buy or use it. Promoting your academy is an on-going task. Yes, we do it from the time a new customer signs their contract with a welcome email, but we also recommend relevant learning content when a user is searching our online community, tell them about "what's new" when they visit the academy and in monthly newsletters, talk to our CS and Sales counterparts at their team meetings to keep them in the loop about all things education, and so on. Check out this latest Gainsight blog for more tips from the pro's like David O'Brien on how to promote your academy and inspire long-term learning! #customereducation #encouragelearning #marketingtips https://lnkd.in/g-qqMWAb

20

4 Comments

Several years ago, a mentor advised me that I was spending too much time 𝗶𝗻 𝘁𝗵𝗲 𝘄𝗼𝗿𝗸 and not enough on the work. 🤔 At the time, I didn't fully grasp what that meant. It’s only recently, since I began leading a team where I lack the technical skills to be hands-on that I've come to see the profound wisdom in those words. As a Director of Customer Support, stepping back from the granular details has shifted my focus to where I can deliver the most value—on the work. - This means dedicating my efforts to building robust relationships and communication channels across the company, amplifying the "voice of the customer" that we in Customer Support understand deeply. - It means crafting a clear future vision for our team and striving to stay ahead of the competition. - It involves looking holistically at team engagement rather than being drawn into individual situations and reacting on the spot. 🌟 Why am I sharing this? Moving outside your area of subject matter expertise can be daunting, but it’s also a powerful opportunity to stretch and grow your leadership skills. It's about what you bring to the table as a leader. This environment has not only allowed me to grow but also to witness the remarkable capabilities of a team empowered to lead their own work. 🚀 Stepping out of your comfort zone is scary, but the growth you experience can transform your approach to leadership. It’s a journey well worth embarking on. #leadership #customerexperience #teammanagement #professionalgrowth

100

4 Comments

Hey, CSMs 👩‍💻 👨‍💻 What brings you joy, and what stresses you out? What do you appreciate about your manager... and how could they improve? 🎯 Join the CSM Confidential Survey, created by ChurnZero and SuccessCOACHING, to let the world know how CSMs are doing 🏆 We'll share the results during CSM Appreciation Week this May. Our survey is for current CSMs, takes around five minutes to answer, and is anonymous.  

13

It can feel impossible to gain the attention of the decision-makers to prioritize accessibility among all the competing priorities within a business. In this talk, Erin Evans shares strategies, case studies, and success stories from her experiences in growing successful accessibility programs. https://buff.ly/4bfVbKV #Accessibility #A11y

2

📝 I love lists. But I do not have a bucket list. Lists keep us organized - things to do, structured in a way that helps prioritize and manage. And, at a certain age, lists remind us why we walked in the room in the first place (IYKYK). Lists are tactical; there's a sense of accomplishment checking things off, but... Bucket lists traditionally include experiences. Experiences are fluid - they don't always have a beginning and an end. Experiences aren't meant to be checked off the list - they are meant to be savored, teach us, introduce us to new things and yes, new experiences. Some experiences take longer than others. Some lead us to new hobbies, sometimes lifelong ones. Experience is cultivated, not crossed off a list. Customer experience isn't a list of checkboxes. It's an ever-growing, evolving composition of ways to engage, surprise, and delight. If your customer experience agenda has checkboxes next to it, I promise you're not delivering the value they deserve. #peoplebeforeprofessionals #customerexperience #lists #customervalue

10

Learn how The Foundation for California Community Colleges is enabling real-time strategic decision-making with Workday Adaptive Planning: https://w.day/49Cv0wK . #TeamWDAY

3

This Friday 17th May is International Day against Homophobia, Transphobia and Biphobia (IDAHOBIT). Its purpose is to raise awareness about the discrimination and violence faced by LGBTQI+ communities worldwide. As a Mother & Step Mother to children within this community, a proud work voluntary community lead & ally and active committee member & Pride co-production lead for our local pride, this day is SO important to me to recognize, support and most importantly advocate. This year’s theme is “No one left behind: equality, freedom and justice for all”. This theme IMO speaks volumes. This is what we should all want, especially as active allies. So much progress has been made, especially in the UK, but we all know there is a lot more which needs to be done and it’s essential we advocate for equality.  Therefore I'm sharing here for awareness along with a few things we can all practice to show support for this day.   Educate Yourself and Others: Learn about LGBTQI+ history, rights, and challenges. Share this knowledge with friends, family, colleagues to raise awareness. Listen to the experiences of LGBTQI+ people: Amplify their voices by sharing their stories and advocating for change. Be a Visible Ally: Display symbols of support, such as rainbow flags or stickers, in our homes, workplaces, or social media profile. Attend or Organize Events: Participate in local IDAHOBIT events, rallies, or workshops. These gatherings provide opportunities to connect with like-minded individuals and show solidarity. Encourage workplaces and educational institutions to adopt inclusive policies and create safe spaces for LGBTQI+ individuals. I am very fortunate that my employer is so inclusive and supportive of LGBTQ+ individuals, but so many other companies either lack the education or desire to be inclusive. Support legislation that protects LGBTQI+ rights: such as anti-discrimination laws and marriage equalities. Donate to or volunteer with organisations that work toward LGBTQI+ rights, mental health support, and community building. Use social media: Share informative posts, articles, and personal stories related to IDAHOBIT. Use relevant hashtags to amplify the message. Share informative posts, articles, and personal stories related to IDAHOBIT. Use relevant hashtags to amplify the message. More insights can be found via: https://lnkd.in/e4CP6SGk   #IDAHOBIT #IDAHOBIT2024

1

🚀 Efficiency Series: Part 1 - "Amber Hour”: A weekly 1:many webinar hosted by our CSMs 🚀 In our quest to use automation in our daily customer success workflows, we introduced this 1:many initiative in this quarter! 🌟 Early inroads centred around: 1️⃣ Improving customer self serviceability: CSMs educated customers on key product features & use cases thereby enabling self-service. 2️⃣ Increasing efficiency via AI usage: CSMs showcased how the AI capabilities of our product would help HR leaders & HRBPs streamline people engagement workflows. 3️⃣ Fostering a community of shared learning and innovation: The webinars provided a common forum for customers to exchange best practices and stay updated on the latest feature releases and upgrades. Be part of the next "Amber Hour" and unlock the full potential of our products. Together, we're transforming the way HR leaders engage and succeed. 🚀 Contact your CSM for more info! Jishnu Banerjee Nainsee Nigam Deepali Pandit Kriti Minocha Sushmitha Sampige Anoushka Singh inFeedo #CustomerSuccess #Webinars #Automation #Efficiency #HRTech #AI #infeedo

27

Unlock the power of empathy in customer support! 🎧 Join us in this episode from the archives, as Natalie Ruhl shares innovative methods to nurture empathy in your team. https://lnkd.in/e44kjnWq #CustomerSupport #Empathy #Leadership #customersupportleaders

9

4 Comments

🚀 Going the Extra Mile in Customer Support: The Secret Sauce to Success!🚀 In today's competitive landscape, exceptional customer support isn't just a nice-to-have – it's a game-changer. 🌟 A recent experience reminded me why going the extra mile can make all the difference. 📞✨ 📚 Story Time: This week, a long-time customer reached out with Single user issue – nothing major. During our investigation, our team found a security red flag indicating that the account was compromised. What did we do? Jumped into action, isolated the device, and got straight on a call with our customer to start the Incident Response process. Then we jumped into a review of account logs and determined no other active account was compromised. The Result: The Customer gave us this feedback  - “The thoroughness of their actions cannot be understated – this type of thoughtfulness and technical approach sets the team apart from good IT support to World Class IT support, and is exactly what I look for.” 🔑 Key Takeaways: Be ALERT: Always keep your eyes open for red flags or for other issues that have not been addressed Be PROACTIVE: If you see it, address it Be ATTENTIVE: Address the issues that have been spotted. Be PROUD: Be PROUD of having a customer-centric approach to your support work and protecting your customers and their business. 🌐 In a world where products and services can be similar, stellar customer support sets you apart. It's not just about resolving issues; it's about building lasting relationships, trust and partnership. 💼💙 Let's strive to exceed expectations and turn every customer interaction into a memorable experience. Here's to going the extra mile! 🚀✨ @Craig Masi – Thanks for your leadership Diana &  Bhagwant, thank you for the incredible support #CustomerSupport #ExceedExpectations #CustomerExperience #GoingTheExtraMile #CustomerSuccess #BusinessGrowth #WeAreTPX

12

3 Comments

In today's world, social media has re-wired our brains to consume large amounts of content in small snippets with a majority of this in the form of videos. Our brain is reinforced to want more because our bodies receive dopamine when we see things we like. When it comes to developing content for learning, I see this as one of the points of failure when organizations do not adapt to developing content in small chunks to "feed the brain" and encourage consumption of learning content. Check out these recommendations for best practices on learning design principles.

3

Join TPGi for a free webinar on May 9, 2024 at 11am ET that will walk you through the steps for identifying tools for each phase of your Accessibility Program and illustrate with examples of successful strategies. Register today! https://buff.ly/3QleFFT #Accessibility #A11y

2