Sarah Dimond

💡 TOP TIP 💡 Complete (From ClubRight) allows you to bespoke your automated Welcome / class booking confirmation / receipts and membership confirmation email templates (& others) to put “Your stamp” on it 👍 (This is just 1 of the useful features of Complete) 🧡

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This is a really interesting point 🤔 So what would prevent a company from offering live support? Please share your thoughts and experiences in the comments

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Kicking Q3 off with a number of Quarterly Reviews with Customers 🔥 If there’s one thing I have learnt since working in CS, it’s that it’s not always easy for companies to successfully roll out a new product within their business. There can be several factors that slow down and hinder the process. (Resistance to change from employees, integrating the product with existing systems, inadequate training and support etc.) QBR’s provide a consistent touch point to help with all of the above. They also allow you to understand where they are right now and what actions you need to take to ensure they hit their milestones. From here you can offer ideas, solutions and systems to ensure they keep heading in the right direction and get the most of your partnership. We recently worked with one customer to change their implementation approach and the team saw increased usage which helped contribute to a 63% increase in their billings. It’s these outcomes that highlight the importance of these reviews with our customers. How often do you touch base with your customers or clients? #recruitment #recruiting #customersuccess

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What does Customer Success mean within your company? 💭 What comes to mind when you hear the phrase? 🤔 If some of you brave folks drop a few comments below, we’ll likely see there’s varying views. Whilst it was quite a buzz word in the developing Saas world, it’s also a philosophy. What I’m more importantly learning from my latest read, is what it’s not. Customer Experience? Customer Support? I’m curious to know what resources you’re currently investing in for your career development. Share your go-to resources or strategies, I’d love to know what’s working for you!

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How to relax and switch off from work?       Get yourself out of the UK and to the South of France 🇫🇷   It's easier said than done switching off completely in sales, but not taking a laptop was a great starting point.   I’ve been guilty in the past of telling my team to switch off and rest up when they are on annual leave but then not doing it myself.   This trip was different.   Annual leave in sales is deemed detrimental to the pipeline, an easy way to lose momentum, negatively affecting deals and ultimately hindering your chances of performing well during that period.   It shouldn’t be like that   1.) Use your annual leave 2.) Plan and do a thorough handover. 3.) Avoid the end of the month or the end of the quarter. 4.) Make sure there is a clear point of contact while you're OOO.   Q3 let’s go 🚀

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For those of you that don't do so, I highly recommend getting tuned in to the blog of Jon Jenkins: https://lnkd.in/e8PxvwZB I have known Jon for a few years and he always has opinions and they tend to be topical and balanced. He really knows his stuff in an "actually been there and done it" kind of way:

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If the weather has impacted you this week and you find yourself with a bit of extra time, why not check how many leads your business may have lost this year, which we call the hunt for lost leads. What's a lost lead - a lead you paid for that hasn't been contacted or actioned by your team. If you can't easily do this in less than 2 minutes then perhaps time to consider Callwell. Reporting is one of our key features, allowing you to measure many key indicators such as lost leads along with an easy way to work out your return from your advertising sources. Interested, please get in touch. Happy hunting.

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If we say, „if it‘s not in the CRM, it’s not there“, let’s not ask sales about something you can see in CRM; let’s not ask our sales to do that many admin things. CEO David Roberts shares some final thoughts after the main sessions at our #SugarCRMRoadshow

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When I look at different #charities operations, one of the main areas where Beacon CRM can help is how they capture data on supporters. More often than not, charities use different platforms for receiving donations, signup forms, or event registrations, and there is usually a corresponding spreadsheet that someone has to deal with! With Beacon Forms, you can have supporters fill out their own record in the CRM, ask all the important questions, and have all your follow-up automated. Check out how COCO Charity used Beacon Forms to do exactly this! https://lnkd.in/etCCrCvX

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Just off a really interesting webinar from the guys at Retention Seekers around Preventing Customer Churn for SaaS Organisations. With the cost of finding new customers getting higher and higher, it was great to hear about shared experiences on how to retain customers better from people on the frontline in Account Management and Customer Success positions. We are continuing to look at new ways to improve the renewal process here at Omniplex and seeing external insights helps us shape that process.

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Following on from last week's webinar on how R&R supports psychological safety... Psychological safety is important for innovation, collaboration, and growth. Many organisations understand its importance but struggle to turn the idea into real outcomes. The key is treating psychological safety as a skill that can be trained and improved through practice. Take SEB’s investment bank, for example. They didn’t just discuss psychological safety, they implemented a program focused on Collaborative Decision-Making and Strategic Progress. This approach combined skills training with hands-on work to tackle real problems and make better decisions. A simple two-hour training session made a significant difference for their senior management, allowing them to share knowledge more effectively. 🌟 When organisations make psychological safety a trainable skill, they bridge the gap between theory and real impact. It’s all about creating an environment where employees feel safe to share ideas, collaborate openly, and make meaningful contributions. Let’s keep pushing for this kind of actionable approach to psychological safety! #PsychologicalSafety #LeadershipDevelopment #TeamCollaboration

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Although seeing a subject line of “Urgent” can be scary coming from anybody, I see this as a positive! 🎯 This means the platform you are providing is massively impacting your customers day-to-day and everything running smoothly is pivotal to their business success 📈This can be seen as an opportunity to have your customer trust YOU even more then they already do and the dedication you have to them increasing their ROI 💪🏻Every chance you have to interact with your customer on an urgent matter makes it even that much easier to get sticky #customersuccess #customergrowth #postsales #customeradvocacy

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🚨 Is your organisation ready for the upcoming Worker Protection Act? 🚨 Our latest research shows that 61% of UK employers feel their teams aren't fully prepared to address sexual harassment in the workplace. In our new report, we cover: ✅ Key features of the Worker Protection Act ✅ How prepared employers really are ✅ The ‘reasonable steps’ you must take to prevent harassment Stay compliant with the latest legislation! Download our FREE white paper, packed with actionable insights for your HR team. 📄 👉 Download now https://hubs.ly/Q02R2ncH0 #HR #WorkerProtectionAct #EmploymentLaw #Leadership #HarassmentPrevention

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The 'right to switch off' is back in the conversation after the government's new proposal 📲 It's big news, but what does it mean for your employees and your HR team? You can find out more in this essential article from HR Grapevine 👇 #HR #Wellbeing #Legislation

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RevOps is the most under-utilised department across a business. 😲 Having breakfast last week with one of the most knowledgable RevOps folks in the UK it really hit home how under utilised RevOps is. This person just started in a new role, making incredible impact but ask the right questions and familiar pain comes to the surface. Personally I've always been fascinated with RevOps, firstly I do love a spreadsheet but secondly, those folks are immeasurably more intelligent than me and they tell me things about my process that was not even in my rear mirror. However, in my time, I've also heard; 1. They're the Salesforce Police 👮‍♀‍ 2. My Mum does not moan at me as much as they do 👵 3. But they've never actually been in our shoes closing deals.. 🤝 Nice 😎 But not losing my AE buddies here too; 1. There really is SO much admin to do 😰 2. I've got all my notes in my notepad 📑 3. There's got to be a tradeoff of time, do you want me to prospect or do you want me to update CRM? 🤷‍♂️ Where I see the problem lying is that the education in Sales is lacking, folks don't know WHY CRM is important for RevOps & folks don't always get told the benefits of RevOps to their own processes. Quick reminder (there's hundreds more reasons) 1. They can truly understand pipeline velocity & blockers 2. RevOps understands why we win and why we lose 3. Reduce friction in the customer journey increasing retention 4. Choose the right tools and systems to give more time for selling They need your help but there's another way too.... I spend 0 mins a week updating CRM yet we're fully efficient on the above. This is all down to Glyphic and the copilot that sits with me in each conversation pushing everything into CRM for me. It's time that RevOps educate each new sales person as part of their onboarding what RevOps can do for them. I know a bunch of companies working on Sales Education right now 👀 RevOps and Sales people... we have your back, in-fact we have built the MOST sticky thing ever!! P.S - tag the best RevOps folks you've worked with to show some love ❤️

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