How are you breaking down silos & cross-departmental friction at your organization? I love the idea of shared goals and cross-departmental collaboration. What are some examples that you're seeing or implementing? I'd love to hear!
For those working in a SaaS company that leverages system integrators: I am super interested in chatting with you about how you engage your SI partners. When you pull new SI into your ecosystem, how do you scale them up and provide ongoing training to them? When they get stuck with a customer requirement, how do they…
Hi, The CSM team at our org has been tasked with whitespace analysis. We work with hospitals and health systems and I have a rudimentary idea of how to calculate this: # of users in the health system - # of users in our platform * list price = whitespace opportunity. Has anyone done this in a more sophisticated way before?…
I work for a start up and we have a few partnerships that are at the enterprise marker. Currently Ford Drive has agreed to a partnership with my company for a certain amount of subscriptions. In my understanding The trouble I'm finding is I was involved in the process too late. Out of 100 available subs only 3 have opted…
I'm really curious to hear from folks whether they map out the competencies or skills for all the roles in their orgs. I know this is a common practice in Sales but I've seen it less frequently in Customer Success.
Hi all! New member here. Looking forward to interacting with you all. I found some related posts, but wanted to start a new thread about standardizing renewal price increases for annual contracts. Not the process of securing the renewal, but rather how to internally standardize rates of increase. There's not a ton of best…
Could you please share any effective strategies or approaches your organization employs to ensure the active involvement of customer success managers in the pre-sales process, thus fostering more vital collaboration between the sales team and the customer success team?
Being apart of a few discussions surrounding change management I wanted to ask if anyone had any good strategies to proactively stay "ahead" of the game during a change? What works and what doesn't?
Hi! I'm curious to learn how you help CSM teams managing 25 - 60 accounts, the most at risk segments who require advisory services more than a product in order to ensure success (product value is there but renewal success is dependent on an indirect variable related to customer building a type of sales motion). This is…
One area of thinking for me in the 2nd half of the year is how we structure our CSM team in terms of seniority and the relevant career progress within role. I am thinking: * Entry/junior : Customer Success Manager * Mid : Senior Customer Success Manager * Experienced : Customer Success Director What does everyone else do…
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