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Welcome to the new Gain Grow Retain Community
Welcome to the new Gain Grow Retain community! This is a natural next step in our evolution for Gain Grow Retain and all of our members. We're upgrading platforms to Higher Logic, the premier community platform in the space. We're always looking for ways to enhance the experience and keep a high level of excellence, so…
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Asking for a friend of a friend :P
@Jay Nathan you mentioned in today's office Hours having a CSM segment starting up I think in August. Where would I find details about being included in this initial call? Additionally some feedback for your team, the conversation was great today! But I always feel like I have to show up in order to know what we are…
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Asking for a friend of a friend :P
@Jay Nathan you mentioned in today's office Hours having a CSM segment starting up I think in August. Where would I find details about being included in this initial call? Additionally some feedback for your team, the conversation was great today! But I always feel like I have to show up in order to know what we are…
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Refferal Program
How to build a successful Referral program which is not only effective but brings in results. Would anyone like to share their experiences and the challenges they have faced for refferals.
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Any recommendations on the best way to conduct an internal quarterly/book of business review with CS
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Any recommendations on the best way to conduct an internal quarterly/book of business review with CS
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[CSM Office Hours] Tuesday August 4, 2020
Good Morning, We're looking to establish a CSM Office Hours that is separate from our CS Leadership Office Hours. The goal is to create a space for CSMs to discuss tactical topics that can help to navigate their day-to-day jobs. Here is a 3-minute survey so that we can get some feedback from the CSMs we have in our…
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Interim CSM/Customer Support Model during a hiring pause?
Recently our team had a CSM leave on the West Coast who was managing around 25 customers. Since we are currently on a hiring pause within Customer Success, we elected to move someone from an acquisition of ours over to help with these accounts who is located in the Mid-West/East region. Ideally, for the longer term, we'd…
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Customer Operations
I have recently been given the opportunity to take on creating a Customer Operations function. I am transitioning from a career of managing Customers and CS Teams, to now having internal stakeholders (CS and Partner Teams), and acting as the product owner for our post contract tools and processes. CS Ops seems to be…
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No Subject
Janet, Would love to understand the question further but a two things I look for in team members that translate well to B2B. * Curiosity: A genuine interest in understanding how business works. The more curious an individual is the better, as in B2B we need to truly understand the business dynamics of our customers. *…
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No Subject
I have my cell phone number on my email signature so customers can reach me anytime :) I've even told a customer that they can WhatsApp me and it was an amazing response! Internally, we discourage using mobile as the primary way of communication; we mainly do it for strategically important, enterprise customers.
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Office Hours recordings
Is there a place on the community where the recordings of office hours are posted? @Jeff Breunsbach