Blog
Notes:
At the ground level, we all put our heads down and work. We demo, discover, and manage support calls. How we do all that is the tactical work. But what about the strategy? How do we move an entire organization from reactive to proactive? How does the organization incentivize people, or in other words, how do they line up their interests with their employee’s interests?
These are some topics I discussed with Fadi Bassil, the VP of Support at Incorta. Fadi is a fellow Lebanese, but that’s not what’s important. What’s important is what he has been able to achieve in such a short period since moving to the UK. Taking a step back, humbled himself, so he could move forward to where had a big impact on his organization and his company.
Key Takeaways:
- Meet Fadi: A Lebanese Journeyman’s Success Story
- Embracing Opportunities and Overcoming Fear
- Understanding Customer Support vs. Customer Engagement
- Incentivization and the Role of CSMs in Business
- Processes for PreSales and PostSales Collaboration
- The Evolution of Customer Success Management
- Incentivizing Customer Success and Sales Collaboration
- Strategies for Customer Success and Sales Integration
- Challenges and Solutions in Scaling Organizations
Quotes:
“So like my first role at Alteryx was first customer support. there. And that’s after having my own company. So if I look at it like an absolute, it was like a step back” – Fadi Bassil
“Should I treat every engineering problem as an interesting problem and I go figure it out and come back or Am I treating every ticket as a conversation with a customer and updates on the tickets and the way I talk to the customer is as important as going and solving a very interesting engineering problem.” Fadi Bassil
“When you say customer engagement versus customer support, I’m seeing was one is proactive and one is reactive.” – Ramzi Marjaba
“Most companies don’t know how to incentivize their people” – Ramzi Marjaba
“It’s easier to sell to an existing customer” – Fadi Bassil
“Sometimes companies incentivize salespeople to let an opportunity slip so they can get paid more commission” – Ramzi Bassil
“I find like the bigger the company and the higher up the decisions are made. The less reflective they are about reality sometimes” – Ramzi
