Why trumpet?

• User-friendly way to organise and share content, information, and documents
• Provides a centralised, accessible space to manage enterprise accounts
• Ability to share different mediums under one digital roof (videos, PDFs, project plans)
• Enhances project management side of Customer Success
• Offers a more engaging way for buyers and customers to work with sellers and CSMs

Who is using trumpet?

• Sales to Customer Success, from Post demo all the way through to renewal.

Since using trumpet, Jiminny has:

• Improved management of complex enterprise accounts
• Gained ability to keep a "temperature" on deals through buyer intent signals
• Implemented more effective stakeholder management using visibility settings
• Improved collaboration with customers through interactive Mutual Action Plans
• Worked more collaboratively with clients throughout the entire process, including renewals

Jiminny, a leading platform in the conversation intelligence space that provides teams with the data, visibility and insights they need to win more deals, started using trumpet in 2024, and have since seen incredible results.

We had the pleasure of chatting with Giuliana Kiabi, the Head of Enterprise Customer Success at Jiminny. Giuliana shared some exciting insights on how they're working their magic to enhance customer interactions, supercharge team performance, and bring about amazing improvements across their sales and customer success teams.

Managing enterprise accounts with trumpet

When Jiminny started using trumpet, they wanted a straightforward way to keep all their sales and customer success content in one place. This makes it easier for buyers and customers to find what they need, and helps their team stay organised throughout the entire process.

Handling enterprise accounts comes with its challenges. There are many aspects to manage, including various stakeholders and teams, as well as different use cases and ongoing initiatives.

Giuliana explains: "In Customer Success, I like to be organised with my action plans for clients. Trumpet helps manage the complexities of enterprise accounts efficiently.

It's crucial to work as a true partner with our clients. A clear trajectory in our partnership means we all understand our direction, responsibilities, and timelines. This shared investment ensures we're aligned and working towards common goals."

To make all this happen at scale, Jiminny needed a user-friendly tool that could keep everything in one place. They wanted something that would make it easy to organise and find all their content, information, and documents without breaking a sweat.

“That was the main thing that I was missing in past processes, a place that was easily accessible and user friendly that would allow me to provide content in different mediums - So videos, PDFs, Project plans with ownership and timelines”.

Buyers and customers these days are looking for more engaging ways to work with their sellers and Customer Success Managers. Jiminny picked up on this trend early on and wanted to give their clients something special:

"Project management is at the heart of being a great CSM. . That's why trumpet is so crucial to me. We didn’t want to be making and sharing a boring list of action items. We want to give our customers a place that allows everyone involved to jump on there in a second, and see exactly the information that matters to them.

Trumpet put a lot of ease into project managing the success of our Enterprise customers,, which is huge”.

From customer portals and Docs to digital sales rooms

Before trumpet came along, the Jiminny team tried out a bunch of different tools and approaches to connect with their buyers and customers.“We had a customer facing portal in place prior to trumpet” but Giuliana explains “. It wasn't jazzy at all for our customers to go in and get the information they needed."

The Jiminny team also relied on Google Docs to share important info with clients. Sure, it was simple and got the job done, but it lacked that special something. There wasn't much room for creativity or interaction, which made it tough to really collaborate and engage with clients in a meaningful way.

“While they were the safe option, on the flip side Docs are very dull, there’s just no movement and you can’t drip in any interactive media.

So compared to our process today with trumpet it's like night and day, having a one stop shop where I can have the project management side of things predominantly in the Widgets with the Mutual Action Plan, but then I can also have the contracts easily accessible in the same Pod”.

Using buyer signals to keep a temperature on deal

Trumpet has been a real game-changer for the Jiminny team when it comes to handling complex enterprise sales and those long renewal processes.

With trumpet, they can now see the big picture of their deals thanks to our nifty buyer intent signals. It's bringing to light crucial information that was pretty much invisible with their previous tools and processes.

“Trumpet helps us keep a temperature on conversations that are happening when we're not in the room, ”

They use the buyer intent data to get a feel for how engaged clients are with their Pods. This helps them figure out their next move.

“If there's no movement, we know that the conversations that we'd want to happen are not happening. Being able to monitor that is excellent."

Giving stakeholders the ‘right’ information with using the visibility toggle

Let's face it, one of the biggest time-sucks for sellers and CSMs is constantly sharing and updating content. Along with creating custom content for every stakeholder in the customer's org.

Here's where trumpet comes in clutch. You can set up pre-built pages with all the personalised info, thanks to dynamic fields. The best part? You can keep these pages hidden and reveal them as your buyer progresses through their journey, right up to renewal. It's like having an ace up your sleeve!

Giuliana's found this feature to be  super helpful when it comes to steering different stakeholders towards the content that's most relevant to them.

"I tend to leverage some of the visibility settings for contracts., It’s easy to direct people to the parts of the Pod that are more relevant to them."

Different stakeholders have different needs. What's important to a champion might not matter as much to senior decision makers. By showing or hiding certain pages for different team members, we can guide the deal forward more smoothly. It's all about giving everyone the right information at the right time - without overwhelming anyone.

"I leave certain pages in the Pod open. But of course, I would point people to the page that is more relevant to them.

But for some information that’s a bit more sensitive, I would just leverage the visibility settings to make it visible just to the people that are involved in that specific conversation."

Using pre-made templates and personalisation

In 2024, personalisation isn't just nice to have - it's expected. Buyers want experiences tailored just for them, right from the get-go.

"I have a template set up that gives me the starting point with the overview. So the first thing that they see is our logo, their logo, and a ‘hello and a welcome video’. I think that's really powerful."

The ability to tailor the space, customise it with a different layout, branding and beyond is what sets trumpet apart ‘"One of my favourite things about trumpet is that you have these different layouts that you can leverage depending on what information you’re sharing. If I had to do that in a different space, it would be a nightmare."

"I've got the layout ready to go, just have to fill it in, and it's very versatile and quick. And that's, again, one of the things that I really like."

Working together with customers in collaborative spaces

Digital sales rooms are packed with features that help sales teams close deals even when they're not in the room. Plus, they're a goldmine for customer success teams looking to build stronger relationships with clients.

Take Mutual Action Plans, for example. They're fantastic for keeping everyone on track and accountable. In trumpet, these aren't your average to-do lists. They're interactive, letting buyers and customers tick off completed tasks themselves. It's a simple way to get clients more involved and invested in the process.

Jiminny, are seeing their clients take part in the Mutual Action Plans shared inside Pods:

"Some of them engage with the action plans that they've committed to during a meeting. They might tick actions off and they might write comments or ask questions in the live chat section." - Making it easier to keep the conversation flowing in one centralised spot, rather than jumping between different comms tools!

At Jiminny, the team is all about delivering the best customer experience that meets the needs of each and every team they work with “We are very passionate about the level of commitment and service that we offer. It's really something that sets us apart."

And what do their customers think about trumpet?

“Our customers have totally embraced it. There's not been one person that said, 'What's this? I don't want it.’ Digital sales rooms have made our processes more organised, help us navigate complex enterprise deals with more ease, and work more collaboratively with our clients all the way through to renewal”.