Good Morning everyone! I am wanting my team to focus on the way they hold their calls & meetings as a CSM. I have a few team members who have an awesome approachable personality, but as soon as they get on a call they are very 'professional'. When I give them feedback they tend to struggle to find the line of a personable…
Hi Leaders- It seems like CS is always left to defend themselves against competitors selling into their customers. I'm curious who creates talk tracks for you against you competition? Does your sales enablement team help you? Do you do it yourself? Do you feel supported by your organization to fight back against…
We can all agree that when a decision-maker/executive sponsor leaves an organization it can be somewhat of an uncontrollable factor for churn. While we have some strategies in place, I would love to connect with anyone dealing with this same thing, or who has put checks and balances in place to address this situation. As…
Hi there! I'm in the process of hiring a CSM and just finished up with 1st round of interviews, I want to implement a technical interview but don't necessarily know what to test the candidates on. I was thinking 1 part could be excel/formulas/data and the 2nd part could be more on the CSM side of writing emails or how they…
Does anyone have a good CSM comp plan template? I have the measurements, but can't find a template and didn't save any from my past companies. I'd also love to understand how much of your variable / MBOs does NRR represent. Many Thanks!
Hi all, I recently took over as the Director of CS for a 20 person CSM org. Our career growth ladder for CSMs is as follows: * Customer Success Specialist (no previous CS experience required) * Customer Success Manager * CSM II * Senior CSM * Principal CSM We do a few things now to differentiate between CSSs and CSMs but…
Hey All! I'm building a new CSM team within our organization to focus on our largest Contact Center customers. One of my team members used to work for one of those customers (has been 1.5 years since they left) and I'm debating the ethics of having them assigned to that customer. The benefits of their DEEP knowledge of…
For those on office hours yesterday, I had promised to share this with everyone. We have found this helpful when doing performance reviews to help our team members identify their strengths & areas of focus for growth. No one can be all these things and it is helpful to know what we do well, where we can grow and where we…
Good Morning, looking to see if there are examples of Executive Business Reviews that you may be able to share (certainly block out any sensitive client information). Particularly looking for the flow and what is key information that you share during this type of meeting.
Now that we are 2 years into COVID, I'm really curious about what has become non-negotiable for growing teams when it comes to staying connected with teammates and coworkers. We often talk about the CS tools used to serve customers, but what are you using that approximates casual conversations and 'watercooler' chat that…
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