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🔮 Pocus
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Josh Klahr
Snowflake summit is just a few weeks away! If you're going to be joining us in person, you'll have the opportunity to choose from over 460 sessions and meet with more than 175 partners while you're there. That's a lot to fit into 4 days. To make your planning easier, we've created a number of curated agendas - must-see sessions (according to us) based on different areas of interest. If you like the things I post about - #sql, #analytics, #datawarehousing, #datamigration, #businessintelligence, #timeseries, #geospatial, #searchanalyitcs, and more - then check out my own curated agenda below. Maybe I will bump into you at one of these sessions! #snowflakesummit https://lnkd.in/dN4qjRXT
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1 Comment -
Daphne Costa Lopes
Strategic CSMs *never* promise customers "one call every X weeks". They decide how much to invest in different customers depending on their performance. 💡 Sometimes you'll need to meet a customer weekly. Other times you'll be able to meet every couple of months. How do you adjust your frequency with a customer? 🤨 You need a prioritisation framework (like the one I have in this image). To get started, you'll need to look into 2 variables: 🤑 1- Value 📊 2- Health Over time, you can evolve these 2 variables to include all the elements like potential spend. But if you don't have this sophistication in your CS team, that's ok! Start with current usage and MRR. Next, plot these customers in a 2x2 matrix. - Y Axis is value - X Axis is health You should cut the middle of each spectrum at the average of the range. Once that's done, you'll have 4 boxes: 🚨 Priority 1: High Value and Low Health customers Your goal here is to drive adoption and increase their health so you can secure the renewal and hopefully be in a position to expand these customers. You will double down on engaging to drive success here until the customer is in the right track. The reason why it's the most important cohort is because signing a new customer is expensive. 🚨 Priority 2: High Value and High Health Customers Your goal here is to double down on communicating value and on strategic expansion initiatives that will drive growth. You might not need to meet their champion as frequently and focus on multi-threading into the areas of opportunity. 🚨 Priority 3: Low Value and Low Health Customers Your goal here is to give the minimum required support to improve health and potentially bring customers to high health (consider bringing a partner or paid service). In the matrix, these customers are marked as low value because they don't have the potential to become a large spender so you should create enough value to sustain their business, but be careful not to overservice at the cost of more strategic customers. 🚨 Priority 4: Low Value and High Health Customers Your goal here is to sustain your health. Monitor these customers continuously and use a lower-touch or more scaled engagement approach. Ensure they understand the value they get and leverage the sustained success to build a strong relationship. An important call out is that this matrix isn't static. You need to continuously update your analysis to ensure you're continuously putting your right time in the right places. CS Operations can be an invaluable partner to systemise this. 📥 If you're interested in improving your Customer Success skills, consider joining 9k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #customerexperience #revops #saas
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47 Comments -
Eddie Reynolds
Hey RevOps: Have you tried “The 5 Whys” when analyzing data? “The 5 Whys” is a simple concept that asking why 5 times will usually uncover the root issue. Here’s an example: Issue: We missed our revenue target Why? (#1) We didn’t generate enough pipeline. Why? (#2) Outbound isn’t working Why? (#3) Our calls aren’t converting to meetings. Why? (#4) Our messaging isn’t resonating with prospects. Why? (#5) We’re casting too wide a net, targeting numerous roles across dozens of different industries. Our messaging is generic and doesn’t address pain points for any specific prospects we target. Notice the first 4 whys don’t give us much. Even after the 4th one we still don’t have a clear picture. We know our messaging isn’t resonating but we still don’t know why or what to do about it. On the 5th attempt, we finally get there and we can see an obvious solution, narrowing our focus and creating relevant messaging for specific roles in specific industries. All too often in RevOps we present surface level information and then we’re frustrated that we’re not seen as strategic. We need to dig deeper. How do you get to the root issues in GTM on your team? ✌️
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18 Comments -
David Spitz
“It's about tailoring the metrics to your business” - Nick Mehta, talking about Gainsight Benchmarks Nick knows how to talk! And with this quip, he really got it right!😁 Now.... What does this have to do with my usual LI content on SaaS Metrics?🙄 Everything… For Gainsight's world, we produced something that allows CROs & Heads of CS to answer the most fundamental questions: "Where do we stand?" "How can we improve?" Get a flavor for how we did it by turning through the pages in the graphic. Beautiful, unique... Amazing data! Now imagine having a similar application for SaaS Metrics…. How valuable would that be?!!! That's precisely where we're going with BenchSights! "How do we rank?" and "How can we improve?" -- but for CEOs, CFOs, Investors asking questions about their SaaS Metrics. Same platform. Same UI/UX.... focused on the metrics that people following my LI posts love... And --- as Nick says --- it's about tailoring the answers to YOUR business! Coming soon.... 🥳 #SaaS #Metrics #Benchmarks
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4 Comments -
Kate Strachnyi
I’m planning out my agenda for Snowflake Summit and saw that Kloudgen is going to have a demo of their InstaQuery offering onsite! I’m definitely stopping by to learn more about how they help Snowflake users optimize cost and performance. If you’re going to Snowflake Summit - make sure to stop by their booth (#1243) in the Green Circle! You can even BYOQ (bring your own query) and let them give you an optimized query in under 2 minutes!!! #SnowflakeSummit Yash Gupta Slim Baltagi
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11 Comments -
Matt Lopez
Happy Saturday ☀️ A little reflection on the state of RevOps Many teams are standing up their first RevOps team right now or adjusting their current version Here are a few corners to prepare for... 1️⃣ Focus on solutions, not data Yea data is a core component of a great RevOps infrastructure but providing it is step 0. The value in RevOps is enabling strategic decisions to be made with informed insights 2️⃣ Prioritization is crucial As RevOps is forming everyone will want you to be their silver bullet. The problem is that not every problem needs to be solved now and resources are not unlimited. Be proactive and standup a revenue roadmap for the next 12-18 months so everyone understands what we are prioritizing and why. Beyond this create a process for reviewing new potential priorities. Priorities will change and that is ok as long as it happens in a methodical way 3️⃣ Invest in relationships At the end of the day you are working with people and the many personalities that exist in every company. Alignment and sustained change will only happen with strong buy-in from other people
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4 Comments -
Kevin Sawyer
🗣️ The disconnect between Sales and CS is increasing your churn rate! 🗣️ ❌ bad product fit ❌ expectations not aligned ❌ outdated demo material ❌ inefficient discovery conversations All of these, and more, DIRECTLY contribute to your increasing churn rate. 💡 And CS folks, before you go stepping on sales’ throat, this isn’t inherently the boots on the ground sales teams fault. Poor training and “sell no matter what” mindset starts at the top. This is more of a post for leaders to understand that revenue made from a poor sale will end up costing more than it’s worth. 👀 When the above items happen, and a customer signs, you’ve created an uphill battle for your CS team. You’ve diverted their attention from customers who the product actually works for to those that it doesn’t. This isn’t from an outside perspective looking in. I’ve experienced this first hand and it tears away at the culture of your organization. This is an important piece to fix. #CustomerSuccess #CS #CustomerExperience #CX #Sales #SaaS #ProductFit #Churn #Retention
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3 Comments -
Anahita Walia
❌ Manual errors are more common than you'd think, and when they occur, the blame game begins. Is it the AE who closed the deal without updating details in their CRM? Rev Ops for not validating the contract? Or Revenue Accounting for closing the books with incorrect data? The finger-pointing can be endless! 👉 Avoid the blame game entirely with Klarity's GenAI platform. Our advanced AI eliminates manual errors and automates complex tasks such as document review, data extraction, validation, and analysis (all while staying compliant with accounting standards 😉). ⚡ Let Klarity handle the details with precision, so your team can focus on what they do best. #accountingautomation #accounting #klarity #revenuerecognition #revops #contractreview #monthend
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3 Comments -
Cycle App
Last week we shipped some crazy stuff! 1. Gong integration 📞 This will automatically fetch Gong sales call transcripts, and process them all on autopilot. Revenue teams love it as it helps them be analytical about their requests to the product teams: now they can put dollar values on feature requests! 💰 2. Public changelog - Beta 🎉 It was already possible to write your release notes in Cycle, but there was a missing piece: sharing them with your users. We’re more than excited to announce that we're starting the beta program for the public changelog feature. Our very own changelog is actually powered by Cycle now. 3. Cycle Ask - Beta 👀 Want to know what makes customers angry? Wonder what the main customer pain points are this quarter? Curious to learn what your top customers love about your product? Just ask! Cycle Ask will browse through all of your customer feedback and give you an answer in no time 🤗 👉 Learn more and see other updates in our changelog: https://lnkd.in/e9RiQFJt
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1 Comment -
Max J. Kouris
AltiSales is revolutionizing SDR Leadership (and even for SDRs). It's not just about the Call Funnels (which are awesome, check them out) Or the Email Tracker (what's your Positive Reply Ratio?!?) It's the Notifications! I never realized how crucial notifications are for staying on top of things. As sales leaders, we juggle 5-10 different tools daily. Each with different reporting. Each with different tracking. And as a Sales Leader, you often have ZERO idea where to start troubleshooting. [Enter AltiSales.io] Every morning, I receive email notifications (and Slack messages) highlighting the areas that need troubleshooting. Whether it's templates in my sequences that need to be deactivated due to low positive replies, Or identifying which variant of an email from an A/B test has a better Positive Reply Ratio, Or addressing low connect rates for some users, Or overdue tasks piling up for reps, Or failed emails throughout all your sequences, Or pinpointing where, in the last 1, 2, 3, or 4 weeks, my reps are struggling with their cold calls, And so much more… Having more tools isn't the solution for your SDRs and leaders, but having the right visibility and notifications is. Before AltiSales, I thought I had a good grasp on the visibility I needed for troubleshooting, but I was operating on a chaotic model. With AltiSales, I am more zen and aware of every detail. Notifications... who would have thought... Check it out – it's free for Outreach users. #salesdevelopment #businessdevelopment #sales
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2 Comments -
Rob Pappalardo
ZoomInfo Copilot is working 24/7 — surfacing important updates you should know about your top accounts. With breaking alerts delivered via Slack, you'll never miss when a buying group shifts or a key account spikes on intent. 🔔 Have a question about one of your accounts? Ask Copilot's interactive, AI-powered chat and get answers in seconds. Ready to give Copilot a try? Request a demo: bit.ly/3Kj4myP #ZoomInfoCopilot
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Sean Adams
A CSM for a software we pay for shamed me for how we are using their tool. It wasn't aggressive but it certainly didn't feel great. Here is what happened: We are on their lowest tier subscription as a small org with limited budget. I signed up to solve a few initial problems and have not put the time in to fully optimize what's possible with the tool. A different situation arose that I was looking to leverage the tool for so we booked a call. In a quick audit of my account, the feedback started: - You used up all your limits on xyz - How did you manage to build these lists? - Looks like this connection has an error - This isn't optimized, best practice is abc - You should have reached out, we would have been happy to help you with this Apparently, onboarding and implementation was included in my plan... news to me. When I pushed back, everything got blamed on how I was on the lowest plan and apparently should have known all this. Yes, I haven't been using the tool properly... but is that my fault? How and why didn't I know about implementation when I initially signed up? You telling me all the things I did wrong is not a really strong motivator for me to want to work with you more. Where's the 'success' in CSM? The sad part is, with some light support, we would have likely paid more and probably even upgraded. ------------------------------------- Here is what I would have liked to see instead: → At signup, a prompt that clearly lets me know implementation is included and how to take advantage of it → In that first week, a personalize email from the CSM/AM introducing themselves and recommending a few best practices → In subsequent weeks, gently personalized touches on how I could leverage xyz feature and how to avoid some putfalls. → As I approached a limit, touch points letting me know how to better optimize → Continuously offering and reiterating that implementation is recommended and included → Recommending long form content on best practices and other success stories to get me excited about learning more ----------------------------- The difference in my opinion between Success and Support, is proactivity. Lets give our customers all the resources and suggestion we can and guide them from the jump. Shame and scolding are not how we build successful relationships.
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16 Comments -
Jared Robin ⏭
Hot take: Saying outbound is dead, is dead. Outbound isn't dead, but it’s NOISY AF. Let’s break it down: Outbound without signals = pure noise. Tons of noise = reason everyone is declaring outbound being dead. People reaching out with no reason, no purpose and no why. Nobody wants that. Especially not potential customers. The more signals you’re able to layer in = more RELEVANT (targeting & messaging) you make outbound for your prospects. The more relevancy = the better the chance it actually hits a “need right now” chord with your prospects. The better the chance they need what you’re selling at the time you’re reaching out = the better chance they’ll take a meeting with you and be that much closer to buying. So outbound isn’t the problem. The problem is that outbound tools don’t ‘signal stack’ (layer signals across channels based on what prospects and orgs are doing across their journeys). They just scale noise. Or just have one or two signals. Outbound with one signal is dead. Or even two or three. Stacking a multidimensionality of signals that enable you to have a valuable conversation with the right prospects is critical. Common Room does: - Job changes - Company news, events, job listings - Website visits - Pulls in LinkedIn posts + comments - AI-powered actions + automations - All your 1st, 2nd, and 3rd party signals (like social, product, community, and intent etc) - more Link to their signal guide in the comments with 100+ signals and how to use them. Don’t let your outbound be basic and noisy. Stack signals like your (new closed-won clients) 💵 👇
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60 Comments -
Yann Sarfati
With tools like Clay, 6sense Inc. Cognism Apollo.io ZoomInfo Common Room RB2B GTM data has never been more accessible. Yet, many revenue teams still hit roadblocks. Why? Because knowing data and knowing how to use data are two very different things. 📉 It's like having a map but not knowing how to read it. 🗺️😓 At Userled We transform raw data into powerful, personalized campaigns that engages and converts your key accounts —at scale. 🚀 It enables to drive 2x more pipeline from your target accounts while moving prospects through the funnel faster and more efficiently. 🔄 DM the team here so we can show you how! 📨 (also, if you have playbooks or actionable content on how to best leverage buying intent data to convert key accounts I’d love to see them in comments!)
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Daphne Costa Lopes
CSM, do you want to upgrade yourself to become invaluable in 2025? 🤖 Learn Gen AI If you haven't learned how to 10x your output by leveraging GenAI, this is the time. The CSM of the future hands over all the data crunch and manual research work to GenAI and focuses on delivering value to customers. 🗣️ Learn Persuasive Communication If you are still using old cookie-cutter templates, sending long emails with many links, and delivering boring hour-long QBRs where you talk at customers, now is the time to change. Persuasive communicators drive urgency, create momentum and generate results for customers. 🧶 Know Your Craft It was ok to be a generalist 3 years ago. Not anymore. As GenAI becomes the prevalent search and learning method, a generalist CSM will loose all value. The CSM of the future adds value by going deep on a few use cases with their customers. They plug the gap in what the customer can't solve by themselves. How do you know these use cases? You get clear on the top 5 goals your customer has with your product, and you invest in learning the strategies, features, metrics and partner ecosystem to achieve those results. If you want to learn more about the 8 skills that will get you to ace your CSM role, grab a copy of my CS Skill and Drills Guide. [Link in comments]. #CSM #customerexperience #revops #retentionstrategies #customersuccess
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21 Comments -
Dock
RevOps — so hot right now — but what *is* RevOps, really? On this week's episode of #GrowandTell, 🐰 Jen Igartua told Alex Kracov that RevOps is just a fancy term for all the internal BS that gets in the way of GTM programs. Jen says RevOps is about: - Reducing silos between teams - Unifying data structures - Implementing tool integrations - Agreeing on internal definitions Your customers experience your company as one team — not distinct Sales, Marketing, and CS teams — so it's RevOps' job to bring those teams together. -- Check out this week's episode of Grow and Tell as Jen drops a masterclass on all things RevOps – including a behind-the-scenes look at how she built her RevOps consultancy, Go Nimbly. 👉 Catch the full episode here: https://lnkd.in/eQ_kcPFu
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2 Comments -
Everstage
What is the most important metric for RevOps? ✨ Adam Edmiston, Associate Director of Revenue Operations & Strategy at Bloomreach, shares about his ideal North Star metric: productivity. ⬆ Here’s how you look at it from a planning perspective: ✅ Look at the historical quota attainment numbers — how much has the rep / account manager achieved on a fully ramped basis? ✅ Identify your methodology, i.e., if you’re planning to increase productivity by 20%, how are you going to achieve it: by hiring more SDRs, or by selling a new product or SKU? ✅ Beyond this, look at the leading indicators: win rates, conversion rates, ASPs, NRR, GRR, etc. and how that will impact productivity. Adam also talks about: 🎯 Effective ways to help teams visualize their contribution 🎯 KPIs to bring multiple functions to collaborate with each other 🎯 3 top skills for a RevOps professional to grow in their career Head over to the link in comments to tune in to the full conversation 💬 #podcast #gotomastersshow #revenueoperations
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1 Comment -
Kevin Davis
Attn RevOps: If you are in the thick of ROE updates for Q3 territory changes, check out the template in the comments. We put together this simple doc together after working through a number of consulting engagements. Please add your feedback! 😀 It helps us to produce useful templates.
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Daphne Costa Lopes
What's a fair salary for a CSM? Last week Noah Little blew the CS corner of the internet with a hot take that CSMs should be paid like sales reps. Needless to say, when it comes to money, the more the merrier. 🤑 But should CSMs and Sales Reps be paid in the same "structure"? Probably not... Different roles and different tasks, therefore different comp structures. So instead of comparing ourselves to sales, we need to be able to: 1- compare ourselves to the rest of the industry 2- align the comp of the CSM to the revenue it generates That's how we fight for more of the pie. The issue is that if you are in Europe, it's really hard to get good salary data to even start this process. That's why I partnered with some of the top CS brands in Europe to collate a survey that helps us understand our local salary landscape. The report will help: - Leaders design fair and equitable compensation packages - CS Professionals benchmark their offers and salaries Link to answer the survey is in the comments section! #csm #customersuccess #salary #compensation #growthmindset
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9 Comments -
Michael Newman-Snell
Want to be a great CSM? Start with this simple principle: ➡ Do what you say you will do ⬅ Here's how: 1️⃣ Make a commitment (say what you will do) 2️⃣ Make it happen (do what you say) Do this 2-3 times a week and you'll be outperforming the pack by the end of Q2. 🤳 Avoid distractions - try closing emails & slack for 1hr a day. 🙅♂️ Say no in lieu of higher value tasks - try making your to do list public (Asana, notion etc). 🏗 Build your track record - try sharing customer soundbites with SLT to generate buy-in of this approach. What are your best tips for "making it happen"? #customersuccess #timemanagement
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