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David Canelis
- Portland, OR
- United States
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David Canelis's Discussions
Renewals & Customer Success - Does a combo team with this charter work?
2 Replies
I am thinking about creating a team in Client Services with the following charter / goals: Customer success and referencablity Reducing the cost of renewals (On-Demand subscriptions and software mai…
Started this discussion. Last reply by David Canelis Mar 11.
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Latest Activity
March 30, 2010 from 11am to 12pm
Parature Webcast with Guest Speaker, John Ragsdale, VP of Technology Research, TSIA
A customer-centric culture has never been more important to organizations than it is today and the most successful customer service organizations have realized the…
Haim,
Thanks for the reply and excellent question. In fact, it is one of the key questions I am wrestling with. The logic you state is spot on. My only concern is the difference in tone of the conversation with a customer success role when the dial…
David - I like the overall role of the combined team, but I am curious why you would want to split the roles. Once someone had developed deep knowledge of the customer, wouldn't they be ideal to pick up the renewal / cross selling discussion?
I am thinking about creating a team in Client Services with the following charter / goals:
Customer success and referencablity
Reducing the cost of renewals (On-Demand subscriptions and software maintenance)
Promoting up sell and cross sell of prod…
Hi George, this is a really noble goal, especially if you have a complex or infrastructure type product. Untrained users can really crater a support team. I have found that trying to require qualification or certification for support contacts is ext…
The SMB COI allows members to have open discussions on issues specific to the SMB market segment. The SMB COI features a quarterly collaboration telephone meeting, tailored conference sessions and this online collaboration tool.
The Partner Management Community of Interest is focused on effective partner management strategies in both professional and support services. The COI hosts an online forum, annual benchmark survey, quarterly calls, and break-out meetings.
Profile Information
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- YES - Support Services Discipline, YES - Professional Services Discipline
- First name
- David
- Last name
- Canelis
- Company
- Webtrends
- Level
- VP
- Primary Job Function
- Executive Management
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