Collaboration. Puzzle Solving. Technology Champion. Customer Centric. Life Long Learner. All of these core skills blend together to make me a strong Customer Success Manager.
I am a passionate customer advocate and technology champion. Seen as a trusted advisor and puzzle solver by clients and coworkers alike. I am able to communicate across technical skill levels. Driven to help clients achieve business and organizational goals through technology.
How to Align Customer Success Management with Sales and MarketingGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Sales and Marketing - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Infusionsoft, LinkedIn, Clarizen, Intacct
How to measure your success as a Customer Success ManagerAmity
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 20 different digital transformation frameworks and models.
INCLUDED FRAMEWORKS/MODELS:
1. Ten Guiding Principles of Digital Transformation
2. The BCG Strategy Palette
3. Digital Value Chain Model
4. Four Levels of Digital Maturity
5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation Framework
10. Accenture's Nonstop Customer Experience Model
11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
16. Cognizant's Digital Transformation Framework
17. PwC's Digital Transformation Framework
18. Ionolgy's Digital Transformation Framework
19. Accenture's Digital Business Strategy Framework
20. Deloitte's Digital Industrial Transformation Framework
How to Align Customer Success Management with Sales and MarketingGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Sales and Marketing - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Infusionsoft, LinkedIn, Clarizen, Intacct
How to measure your success as a Customer Success ManagerAmity
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 20 different digital transformation frameworks and models.
INCLUDED FRAMEWORKS/MODELS:
1. Ten Guiding Principles of Digital Transformation
2. The BCG Strategy Palette
3. Digital Value Chain Model
4. Four Levels of Digital Maturity
5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation Framework
10. Accenture's Nonstop Customer Experience Model
11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
16. Cognizant's Digital Transformation Framework
17. PwC's Digital Transformation Framework
18. Ionolgy's Digital Transformation Framework
19. Accenture's Digital Business Strategy Framework
20. Deloitte's Digital Industrial Transformation Framework
You can receive our Powerpoint slides by sharing this presentation and submitting your email at www.slidebooks.com | Digital Transformation Strategy Template and Training | By ex-Deloitte and McKinsey Consultants
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
Digital Transformation: What it is and how to get thereEconsultancy
Digital Transformation: What it is and how to get there.
Authored by Econsultancy CEO Ashley Friedlein, this presentation on the topic of 'Digital Transformation', is broken down into six sections covering:
1. Digital Transformation - what it is and recent data and research on the topic
2. Strategy - what a digital strategy should include
3. Technology - the challenges of technology and the skills gap
4. People - looking at organisational structure, culture, roles & responsibilities, environment recquired
5. Process - how to address the speed, innovation and agility required
6. Business Transformation - how digital transformation is actually business transformation
The Sales-to-CSM Handoff is your customers' first impression of their Customer Success team. Understand the best ways to use Gainsight to manage this process from your Sales to your Post-Sales team.
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
Business Strategy Presentation Template 2023 - By ex-Mckinsey and BCG consult...Slideworks
A comprehensive, end-to-end strategy presentation template based on proven frameworks created by ex-McKinsey and BCG consultants.
277 PowerPoint slides organized in a complete storyline with best-practice slide-layouts, titles, and graphics
4 real-life full-length examples from Fortune500 companies so you can see how a strategy is presented in other organizations
Helpful checklist used in top-tier consulting firms
Excel model to support your strategy document.
Access full powerpoint at www.slideworks.io.
About EMS Consulting, A Salesforce PartnerBrittany Mays
Located in Tampa, Florida, EMS Consulting are dedicated industry experts leading the way for transformation with Salesforce. We pride ourselves on personalized service and expert delivery. We specialize in the Financial Services and Healthcare industries, delivering innovative solutions to help customers reduce time to market and add value to the Salesforce Platform. We value our employees and create an environment, both in-person and remotely, where our team can do their best work and experience professional growth.
Mapping the Customer Journey with Engagement ModelsGainsight
Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey.
Visit https://www.stratechi.com/market-analysis-example/ to download the 113-page Market & Competitive Analysis PowerPoint template created by an Ex-McKinsey consultant. The deck has storylines, charts, frameworks, analyses, initiatives, editable slides, and professional graphics and icons covering market, industry, competitive, geographic, segmentation, and customer analysis. Includes important market & competitive analysis slides such as Porter’s Five Forces, BCG matrix, SWOT analysis, adoption curves, ANSOFF matrix, competitive frameworks, company profiles, product comparison charts, market segmentation analysis, buyer personas, customer segmentations, market maps, global and regional analysis, decision matrices, market growth charts, market share charts, worksheets, examples, 500+ icons, and much more.
You can receive our Powerpoint slides by sharing this presentation and submitting your email at www.slidebooks.com | Digital Transformation Strategy Template and Training | By ex-Deloitte and McKinsey Consultants
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
Digital Transformation: What it is and how to get thereEconsultancy
Digital Transformation: What it is and how to get there.
Authored by Econsultancy CEO Ashley Friedlein, this presentation on the topic of 'Digital Transformation', is broken down into six sections covering:
1. Digital Transformation - what it is and recent data and research on the topic
2. Strategy - what a digital strategy should include
3. Technology - the challenges of technology and the skills gap
4. People - looking at organisational structure, culture, roles & responsibilities, environment recquired
5. Process - how to address the speed, innovation and agility required
6. Business Transformation - how digital transformation is actually business transformation
The Sales-to-CSM Handoff is your customers' first impression of their Customer Success team. Understand the best ways to use Gainsight to manage this process from your Sales to your Post-Sales team.
Why, When and How Do I Start a Digital Transformation?Acquia
Presented at Acquia Engage APAC by Brittany Fox, Marketing Campaign Strategist, Deloitte.
Every organisation undergoing a marketing transformation has a starting point, with the difference only being the product of internal capability and maturity. At Deloitte, we take our clients from their starting point to being ready for whatever the next innovation is. This is the only real mechanism enterprises can implement for the future.
Business Strategy Presentation Template 2023 - By ex-Mckinsey and BCG consult...Slideworks
A comprehensive, end-to-end strategy presentation template based on proven frameworks created by ex-McKinsey and BCG consultants.
277 PowerPoint slides organized in a complete storyline with best-practice slide-layouts, titles, and graphics
4 real-life full-length examples from Fortune500 companies so you can see how a strategy is presented in other organizations
Helpful checklist used in top-tier consulting firms
Excel model to support your strategy document.
Access full powerpoint at www.slideworks.io.
About EMS Consulting, A Salesforce PartnerBrittany Mays
Located in Tampa, Florida, EMS Consulting are dedicated industry experts leading the way for transformation with Salesforce. We pride ourselves on personalized service and expert delivery. We specialize in the Financial Services and Healthcare industries, delivering innovative solutions to help customers reduce time to market and add value to the Salesforce Platform. We value our employees and create an environment, both in-person and remotely, where our team can do their best work and experience professional growth.
Mapping the Customer Journey with Engagement ModelsGainsight
Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey.
Visit https://www.stratechi.com/market-analysis-example/ to download the 113-page Market & Competitive Analysis PowerPoint template created by an Ex-McKinsey consultant. The deck has storylines, charts, frameworks, analyses, initiatives, editable slides, and professional graphics and icons covering market, industry, competitive, geographic, segmentation, and customer analysis. Includes important market & competitive analysis slides such as Porter’s Five Forces, BCG matrix, SWOT analysis, adoption curves, ANSOFF matrix, competitive frameworks, company profiles, product comparison charts, market segmentation analysis, buyer personas, customer segmentations, market maps, global and regional analysis, decision matrices, market growth charts, market share charts, worksheets, examples, 500+ icons, and much more.
In this presentation we share tips -- based on our own lessons learned -- on how to identify ways to strategically position yourself inside your clients business, prepare yourself with the right resources when they’re needed, and how to avoid making the same mistakes we made!
Unleashing Potential: Talent Management and Career Development Strategies for...Vanessa Theoharis
This presentation was shared by Vanessa Theoharis and Julie Ried at the American Marketing Association Higher Education Symposium in November 2022.
The market has gone through a whirlwind of a year, as individuals contemplate the next stages of their career journeys, whether within the organization or elsewhere. As higher education leaders, you have the opportunity to create a workplace environment that will attract top talent, engage your team and motivate individuals to stay.
Bringing best practices from across the field, this presentation includes strategies around employee recruitment, retention, and engagement, specifically for marketing and communications teams.
Business Agility: Accelerating Business Innovation & TransformationCory Smith
Business Agility focuses on finding holistic
solutions to complex business problems; linking innovation
and transformation to outcomes the business cares about and
creating a rich picture of the problem(s) to be solved,
collaboratively.
The Impact of Artificial Intelligence on Modern Society.pdfssuser3e63fc
Just a game Assignment 3
1. What has made Louis Vuitton's business model successful in the Japanese luxury market?
2. What are the opportunities and challenges for Louis Vuitton in Japan?
3. What are the specifics of the Japanese fashion luxury market?
4. How did Louis Vuitton enter into the Japanese market originally? What were the other entry strategies it adopted later to strengthen its presence?
5. Will Louis Vuitton have any new challenges arise due to the global financial crisis? How does it overcome the new challenges?Assignment 3
1. What has made Louis Vuitton's business model successful in the Japanese luxury market?
2. What are the opportunities and challenges for Louis Vuitton in Japan?
3. What are the specifics of the Japanese fashion luxury market?
4. How did Louis Vuitton enter into the Japanese market originally? What were the other entry strategies it adopted later to strengthen its presence?
5. Will Louis Vuitton have any new challenges arise due to the global financial crisis? How does it overcome the new challenges?Assignment 3
1. What has made Louis Vuitton's business model successful in the Japanese luxury market?
2. What are the opportunities and challenges for Louis Vuitton in Japan?
3. What are the specifics of the Japanese fashion luxury market?
4. How did Louis Vuitton enter into the Japanese market originally? What were the other entry strategies it adopted later to strengthen its presence?
5. Will Louis Vuitton have any new challenges arise due to the global financial crisis? How does it overcome the new challenges?
Want to move your career forward? Looking to build your leadership skills while helping others learn, grow, and improve their skills? Seeking someone who can guide you in achieving these goals?
You can accomplish this through a mentoring partnership. Learn more about the PMISSC Mentoring Program, where you’ll discover the incredible benefits of becoming a mentor or mentee. This program is designed to foster professional growth, enhance skills, and build a strong network within the project management community. Whether you're looking to share your expertise or seeking guidance to advance your career, the PMI Mentoring Program offers valuable opportunities for personal and professional development.
Watch this to learn:
* Overview of the PMISSC Mentoring Program: Mission, vision, and objectives.
* Benefits for Volunteer Mentors: Professional development, networking, personal satisfaction, and recognition.
* Advantages for Mentees: Career advancement, skill development, networking, and confidence building.
* Program Structure and Expectations: Mentor-mentee matching process, program phases, and time commitment.
* Success Stories and Testimonials: Inspiring examples from past participants.
* How to Get Involved: Steps to participate and resources available for support throughout the program.
Learn how you can make a difference in the project management community and take the next step in your professional journey.
About Hector Del Castillo
Hector is VP of Professional Development at the PMI Silver Spring Chapter, and CEO of Bold PM. He's a mid-market growth product executive and changemaker. He works with mid-market product-driven software executives to solve their biggest growth problems. He scales product growth, optimizes ops and builds loyal customers. He has reduced customer churn 33%, and boosted sales 47% for clients. He makes a significant impact by building and launching world-changing AI-powered products. If you're looking for an engaging and inspiring speaker to spark creativity and innovation within your organization, set up an appointment to discuss your specific needs and identify a suitable topic to inspire your audience at your next corporate conference, symposium, executive summit, or planning retreat.
About PMI Silver Spring Chapter
We are a branch of the Project Management Institute. We offer a platform for project management professionals in Silver Spring, MD, and the DC/Baltimore metro area. Monthly meetings facilitate networking, knowledge sharing, and professional development. For event details, visit pmissc.org.
This comprehensive program covers essential aspects of performance marketing, growth strategies, and tactics, such as search engine optimization (SEO), pay-per-click (PPC) advertising, content marketing, social media marketing, and more
2. About me
I am a passionate customer advocate and technology champion. Seen as a trusted
advisor and puzzle solver by clients and coworkers alike. I am able to communicate
across technical skill levels. Driven to help clients achieve business and
organizational goals through technology.
Puzzle
Solving
Customer
Centric
Collaboration
Technology
Champion
Learner
4. Tech Tips
Collaborated with team members on guided walkthrough
and FAQs of common questions for company tools & web
presence. Resources were available to clients on-demand.
Workflow Support
Knowledge source for team members. Trained new members
on technology and training methods. Collaborated on
challenging client needs to determine best solution.
5. Cross Functional Client Advocate
Proactively built networks of like-minded, client focused, partners across Realogy’s business groups. These networks
allowed me to seek out answers on behalf of clients and to confidently link clients to the appropriate resource for timely
solutions. Partnered with network to advocate for process improvements that were to our clients’ benefit.
Drawing by Frits Ahlefeldt
7. “I have this crazy idea…”
One of my favorite examples of this is answering the
question, “How do I market to renters, and specifically
target my messaging to things they care about?”
Utilizing public apartment data (padmapper.com) to
gauge current rental costs, amenities, and rental
exclusions (pets) to select specific marketing targets,
pulling actual tenant data from prospecting lists (years in
lease, age, unit numbers), and CRM marketing templates, I
was able to work with the client to create a targeted
outreach database that matched their business goals and
linked seemingly siloed tools into a meaningful cluster of
platforms that directly related and supported each other.
This resulted in the client having a major “ah-ha” moment
for the proprietary CRM platform and the prospecting
database that they were subscribed to.
8. Cost Effective Solutions
Developed marketing solutions that respected financial
constraints. Helped clients explore all solution options,
from basic to service upgrades and tool expansions.
K-12 Teacher Discount
Identified business opportunity for underserved customer
segment. Managed organization, launch, and tracking of
successful discount program at Catherine Ward House Inn.
10. InTouch CRM Rollout & Training
Lead trainer for company-wide CRM product launch.
Provided initial setup and onboarding training to
leadership and affiliated clients. Educated users on
product features and guided them through their first
interactions.
Provided all users with updates on new features & tools
and best practices to continually improve adoption and
utilization rates. Shared these updates via email, office
visits, group workshops, and one-on-one meetings.
Synthesized user feedback and feature requests into
meaningful improvement requests and advocated on
clients behalfs to appropriate business teams.
Partnered with clients to identify advanced users who
may need additional features available on advanced
version of the CRM.
11. SEO
Performed SEO audits for clients. Partnered with clients to
execute regular SEO improvements. Conducted in person
SEO workshops throughout the Twin Cities.
Office 365 Workshops
Initial rollout and continuing in-person group trainings
highlighting features and benefits of Office 365. Focused
trainings on direct application of available features.
13. Through internalizing and keeping client needs, hopes,
and business goals top of mind, I am able to proactively
engage as opportunities arise.
This means staying ahead of product rollouts and changes
to alert (for good or challenge) clients to how these
changes will impact their usage and experience, and
setting up more in depth conversations as needed to
ensure client confidence in the changes. It also means
keeping my eyes and ears open to new tools, strategies,
and best practices to pass on to clients so they can better
realize the value of available technology.
This also can mean observing cyclical behaviors of my
own clients or their target audience to serve as reminders
for product and engagement updates (ie: annual updates
to professional profiles, CRM language, and website
changes to reflect current SEO trends)
New Client Welcome Campaign
Created drip campaign welcoming new clients. Campaign
served to supplement client onboarding and drive future
conversations between client & Customer Success team.
Proactive Integration
14. Customized Solutions
I work with clients to customize existing technology to
integrate into their business strategy.
Rapid Response
Able to eloquently handle all incoming requests from approx.
600 customers. Maintained 24 hour communication
response rate in addition to conducting scheduled trainings.
16. Commitment to Personal and Professional Development
I thrive on learning how and why things work, and how they can work better. I consistently demonstrate an eagerness to
learn the skills necessary to exceed my clients’ needs not only today but into the future. I look for my own opportunities to
advance my knowledge and share what I learn with others who wish to improve their own understanding. Strives to help
others answer the question: "What makes your life and work Happy, Healthy, and Vibrant?"
I often have books checked out from the library, and one more documentary on my "to watch" queue. I’d love to connect and
talk about what we both explored last week.
17. Client Review
“Maianne is a total rockstar! She is so smart
and understands the different websites and
how they work. In addition, she is actually a
problem solver, which is rare in this business.
She has helped me more that I can say and
we are just getting started! So excited to see
her every time because I always learn new
ways to improve my online presence. “
- Tom Sommers
Coldwell Banker Burnet
18. Client Review
“Maianne is an extremely reliable and
personable associate and business friend.
She is very knowledgeable and always willing
to help. Her personality lights up the room
while her communication exchange is always
business-like but friendly.
I've hired, mentored and managed 100s of
associates in my career and by comparison I
would easily rank Maianne in the top 10%.“
- Ray Quist
Re/Max Results
19. “Maianne was a student in the Design Thinking and Innovation Methods course that I taught [at Ball
State University]. Maianne is one of the most intelligent and talented individuals that I have come
across. She is curious, open minded, collaborative, entrepreneurial, strategic, generous, and
empathetic. ... Her analytical and design skills were evident in the many original contributions she
made in the course, and left a strong impression on me. She has also built a solid reputation as an
impeccable professional who is a go-getter. She is a leader who initiates things, builds teams and
executes projects with utmost care and sincerity. Most importantly, she brings a positive and
pleasant disposition to any work setting. She would be a fantastic asset to any organization in
leadership capacity and as a team player in collaborative project environments. I extend my
strongest recommendation for Maianne, and will be happy to speak to prospective employers in
more detail in support of her. “
- Mehesh Daas
University of Kansas, Dean and ACSA Distinguished Professor
20. Career
Highlights
Customer Success Specialist
Realogy Holdings Corp., Edina, MN
May 2014 - October 2017
Listing Coordinator
Realogy Holdings Corp., Edina, MN
June 2012 - May 2014
General Manager
Catherine Ward House Inn, Savannah, GA
October 2010 - January 2012
