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Implementation Scope
Hi All - Curious how you org approaches scoping implementations before prospects become customers and at what point CS gets involved? Problem: At the moment the CSM is often having to do discovery for key pieces of information that will impact how implementation will go. The messaging and sales behavior is instilled in a…
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Monday.com for Customer Success
Hi everyone, My CS team uses Monday.com for some CS processes such as onboardings, ongoing client projects, support ticket tracking, and other internal processes. Do you use Monday.com for Customer Success? If so, what for?
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Update to COVID Renewals
There was a much earlier thread in April that asked about how people were managing renewals. The discussion then as COVID took everybody by surprise was to avoid blanket discounts and do your best to triage things case by case. Now that were a little further down the guantlet of 2020, how are you striking a balance from…
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How do you handle it when sales sells something you can't support?
From our CSM Office Hours: Old news: How do <you> handle it when sales sells something you can't support? @Bertil Weil @Natalia Chaudhry @Miko Hinojosa @David Nedohin @Diamond Bergeron @Laura Vautour
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Ways to engage decision makers
From our CSM Office Hours today... Ways to engage decision makers, especially when the end users see value but they struggle to convince their managers/senior leaders @Kristian Sletten @Ashley Thorpe @Jodi Nicolli @Matt Vadala @Kevin Mitchell Leonor @Corinne Goldberg @Diamond Bergeron
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USFCA MBA CS emphasis program
Hi Team, University of San Fransisco is looking for companies and professionals to mentor students in their MBA program. Some of the information is old (spring 2020), but the offer still stands.1. Student Consultant Projects: An important part of our program is coaching and mentoring students while they work on consulting…
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Customer Success certification accredidation
Hi Team, I come across someone that asked what CSM certs are accredited. It never crossed my mind that accreditation adds value to certs. The market usually validates certification quality well. What are your thoughts on accreditation? The value it brings? Thank you, Scott
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Making Customer Success Cost Neutral
Hey All, We are having a lot of discussions around making Customer Success seen as "cost neutral" in the next few years. Has anyone put together a similar plan where they've been able to shift the view of Customer Success from being seen as a cost center to a revenue generator/being able to use revenue as a means to offset…
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Customer Success Pre-Sales Role
Hello! I'm curious to see how many of you have a dedicated pre-sales Customer Success Strategist in your organization. For anybody who does, can you please share: * What does this generally look like? * What kind of skill set(s) or experience does this person or team hold? (CS Practitioner, consulting or sales background,…
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Team Segmentation Names
What do you call the different teams in your segmentation, and why?
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Best Practices - Updating internal documentation
We are a SaaS startup with about 60 people. We are still in growth mode and constantly updating/tweaking the UI of our platform and mobile app. We have found it pretty time consuming to update our FAQs, videos, automated campaigns, etc. Think Zendesk, Youtube, Confluence, Totango. Does anyone have best practices around…
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Advice for Career Progression
Hey GGR community, I'll try to keep this as concise as possible. :) I was brought on to be the Dir. of CS at my current company but still have not made the full transition. They had me in a CSM role for the first bit of time since I had no one to manage. As of Thursday, they have hired someone in their network to come on…
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Key Account Management/Recurring Account Management software?
I'm looking for ways to increase efficiency in managing key accounts (and any accounts), specifically when it comes to high level project planning that can then populate down to a task level--while still associated with accounts. I can sort of hack this in most CRMs, and with a quarter or two of someone dedicated to…
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What are your CS enablement team KPI's?
Hey everyone ? I've recently transitioned to a CS enablement position, and for a while now I'm looking for KPI's that I could measure performance with. I tried looking for sales enablement KPIs at first. From what I could gather sales enablement positions usually use KPI's that are similar to these of sales and might be a…
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Hiring for diversity
Hello wonderful community, how do you hire for diversity? Beyond the obvious gender, skills and cultural differences do you have any process or technique that you use in the hiring process or the interviews that enable you to find and value diverse candidates? My team is DiSC assessed and I want to explore this area by…
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Monetising Customer Success
Hi All, Our Customer Success segmentation model is based off a customer's current spend and potential to expand (with other strategic quantitative measures, such as advocacy and design partnership on top so value is not purely a £/$ based viewpoint). Within our segmentation we tier our level of service so, for example, if…