Travis Esquivel is an engineer, passionate soccer player and full-time dad. He enjoys writing about innovation and technology from time to time.

Understanding the Customer Success Team Structure
Jan25

Understanding the Customer Success Team Structure

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the more likely your customers will be to not only remain customers, but also recommend your company to others. Your customer’s success is your success. The more your customers can achieve using your products and services, the more they will help you achieve your own business goals. Your CS team is there to both set that cycle into motion and to keep it running smoothly, and that is why you need an effective customer success team structure. Customer Success Team Structure: Roles and Responsibilities The size of a customer success team is determined mainly by demand but generally speaking larger enterprises tend to require larger CS teams. Regardless of size, each member of your team should be assigned a specific role and set of responsibilities, with a clear overall structure that facilitates smooth operations. Your team may also contain separate sets of team members assigned to each customer segment for an even higher degree of specialization. The chart below outlines some of the key roles in a typical CS team, along with the primary responsibilities. Role Responsibilities Vice President of Customer Success / Head of Customer Success Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and […]

Read More
“You Are Doing Everything Wrong!”
Jan25

“You Are Doing Everything Wrong!”

I got one of “those” emails. It was from some self proclaimed expert citing research from “millions” of situations. They posed a number of sales scenarios in the form of, “Are you doing this……” It turns out, our team normally does at least 50% of the things they posed. They went on to say, “If you are doing any of these things, you are doing everything wrong, which is why you are failing!” They went on to suggest they could help eliminate those errors and tell me the few things that we needed to do to guarantee success. The problem is, those things they say we are doing wrong, actually cause us to be very successful. We know this, because that’s our business. We study and refine everything we do to maximize our effectiveness, impact and efficiency. They enable us to differentiate what we do and how we do it. We have tested these extensively, and we both win more, but we create more value by doing these things. I suppose it is human nature to try to simplify things, to categorize things; “This is right, and this is wrong….” “Do this, don’t do that….” “Black and white….” These things may actually be true and valid–in our on contexts, situations, and experience. But they seldom apply, rigidly, outside of that. At a few points in my career, I have acted on these premises. In the first turnaround I did, at first, blindly, I declared, “This is what we have to […]

Read More
The New Focus of HR: Getting Work Done
Jan25

The New Focus of HR: Getting Work Done

There is no doubt that high productivity is crucial for business success. It only makes sense that nearly every business leader makes improving productivity in the workplace a major priority. In order to achieve this, many organizations put a lot of pressure on their supervisors and managers to improve productivity. However, there has been a recent trend to shift some of this attention to the HR department. After all, the role of the HR department goes well beyond recruitment and employee benefit packages. The HR team has the power to motivate employees, develop the workplace culture, and boost employee engagement – all of which play a vital role in improving productivity across the board. Here’s a look at six strategies HR can use to increase productivity in the workplace and get work done. 1. Look into collaboration tools To maintain a high productivity level, your employees must work together as a team. In fact, a recent study shows that companies that focus on collaboration within the workplace are five times more likely to achieve high levels of productivity. To make this happen, HR must coordinate with management to provide workers with the tools they need to create a team-oriented workplace. Not only will collaboration tools boost productivity, but it will improve communication and alignment in the workplace. 2. Improve HR communications How an HR team communicates to their employees is very important. For example, when a new hire starts, they’re relying heavily on their job description to shed light on […]

Read More
5 HR Tech Trends to Look Out for in 2020 and Beyond
Jan25

5 HR Tech Trends to Look Out for in 2020 and Beyond

Records show that companies spent more than $380 billion on HR tech in 2018, which represents a 9.5 percent year-over-year increase. Experts expect this increase in HR tech spending to continue to rise well into the future. With increased demand comes an onslaught of new tech products on the market. Today’s employers must be savvy enough to filter through the array of options and find the right technologies to enhance HR functions in their workplaces. What is HR tech? In basic terms, HR tech consists of various software applications that help to improve HR processes within the company. HR departments use technology for everything from employee management to talent acquisition to employee payroll, and everything in between. The primary goals of HR tech are to streamline HR practices, cut costs, boost employee engagement, and improve outcomes. Emerging HR tech trends In order to determine which HR technologies are right for your business, it’s important to first understand emerging trends and how these trends can improve effectiveness. Here’s a look at the top five HR tech trends to look out for in 2020 and beyond. 1. Cloud migration Companies have been transferring data management to the cloud for several years and now this process includes the transfer of HR data management. In fact, according to the 2017 PwC Global HR Technology Survey, more than 70 percent of companies now manage at least one HR process in the cloud. As cloud security has improved and the demand to collect, store, and track […]

Read More
Need to Create Urgency For Your Team to Meet Deadlines?
Jan25

Need to Create Urgency For Your Team to Meet Deadlines?

Feeling the need to create urgency so that employees meet deadlines? See 20+ root causes to explain why this happens at agencies. Spoiler: You may be part of the problem. Frustrated that her employees were taking forever to complete work, an agency owner asked, “How can I create a sense of urgency and responsibility in my employees? We’ve promised a timeline to the client—but often, employees just don’t seem to get it.” A seemingly simple question—yet it’s a complicated problem to solve. Why? Because there are lots of potential root causes. The right solution will depend on which root cause(s) are in play. Fortunately, you can organize the root causes into three categories: Desire, Competence, and Capacity. Knowing those categories helps you find the right answer(s) faster. After highlighting those three categories, we’ll review 20+ potential root causes if you’re facing a similar “low urgency” problem with your team. Spoiler alert: If you frequently feel the need to “create urgency” for your team, it might partly be your fault based on earlier choices you made. Deadlines require Desire, Competence, and Capacity If something isn’t getting done, you’re likely missing something: Desire, Competence, and/or Capacity. You need all three to complete a task, project, or larger initiative: Desire (willingness to do it), Competence (understanding of how to do it right), and Capacity (time to complete the task properly). As you assess the “Why aren’t they meeting deadlines?” problem at your agency, consider how the 20+ clues fit into at least one […]

Read More