Hey Folks! We are looking at getting our CSM team together for a team meeting, and I'd love to hear ideas that others have to make in person team meetings interactive, fun and productive. We will be tackling some of the basics as refreshers (since we have new folks, have been remote, etc) such as role best practices,…
Hi Everyone, Our company might add a new, higher account tier with more concierge service and thus a higher price point. This new team would provide gated/paid content with external business partners/elite clients, a more frequent cadence for business review, and greater access for our client to tap into our most…
Hi everyone! I've been an Onboarding Specialist at my company for a month now and am part of a very new CS team. This is my first CS role, so it's very exciting and I love how we're figuring it out together. I've noticed a few areas that need to be addresses and would greatly appreciate any insights the community has. I…
Hi there, We're currently searching for a strong VP of Customer Success at Teamwork. While the team is without a lead, we'd love to be able to provide some mentorship to our mid-level managers. Does anyone know open-minded CS leaders (in particular skilled in the Onboarding space) who'd be willing to mentor some of our…
Hi GGR community! We are building a CS program from the ground up! I am ready to develop playbooks and I am looking for a great template. Can you point me to any or perhaps share some of your playbooks. Thank you! Amanda Watson Drake Software
Hello - We are in the process of evolving our customer relationship role to remove the commercial (cross sell/upsell and renewal) responsibilities. The thinking is that this allows for more time for the relationship manager to be focused on helping customers achieve value with their existing solutions. I am curious if…
Hi GGR Community, I'm in CS Ops, with a primary focus on CS Enablement. I feel like at this point, there isn't much on CS Enablement, and yet it is becoming more and more important. As CS Leaders, I would love to get some takes on the following questions. Why? Well, two reasons. First, you may have stumbled across a…
Hi Everyone - This isn't Customer Success specifically but is relevant to anyone that is either leading or working within a team. I read an article from ladder.com about Zoom meetings, Zoom fatigue etc... In the article they reference a 1,000 person survey and much of the details are what you'd expect, but there was one…
Hey all, I'm hoping someone can help me out with some resources. I'm getting a few new team members soon and I'm looking to create a 30-60-90 onboarding plan for them. Has anyone done this for their CSM team or CS Ops team? I'm definitely struggling more with the one for CS Ops, but would love to see anything similar that…
Hello everyone- I'm brushing up on what's new in a global strategy for the CS function. If you are defining the overall Roles + Responsibilities for a Global org, yet you have different levels of market maturity in some, are you inclined to have the responsibilities of the same role be unique in a given market or create an…
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