Hi all, Happy Friday! :) I was wondering if any of you have an oppinion and/or experience with presenting Customer Success as a new way of working to customers. I am doing a webinar with a customer and the primary focus will be: * people(introduction to a new team), * aligning on work processes * technology (news and cases…
Hi all :) Happy Monday! I was wondering if you have any tips for setting up CRM for Customer Success? We are currently using Microsoft Dynamics CRM On-Premise version, but will shift to the cloud version soon. Currently, the Aquesition Team and the Onboarding Team have made their recommendations for the CRM. I would like…
For those of you who have made a career transition into CSM from another field/industry, what did you do to make sure you set yourself up for success? I have joined this community to learn and grow, have established relationships with a couple of CSMs who I look to as mentors AND I am currently reading The Customer Success…
Trying to come up with some different ideas for customer events beyond our typical "user conference" and training stuff. We are all so "zoomed" out. My usual suspects:* Lunch Power Hour - customers doing cool things, share them * State specific "speed dating" - we work in the world of legislative tracking in the US, lots…
Hi all! We plan to double our CS team in the next 12 months (from 8 to 16 CSM's). As we scale and become a fairly large team I want to learn more about what other roles exist within CS organizations in support or other functions. I see CS Operations roles growing, I'd love to hear more about that role and the value it…
Hello all- I am new to the GGR community but have enjoyed the content and discussion thus far. I am looking for some thoughts around various tech touch models used for anyone within the Saas community. What educational topics do you offer? Via what vehicles? Do you have a designated CSM for tech touch customers only? Thank…
I am looking to build a staffing model that:* Justfy's my current staffing needs * Provides triggering system that allows me to go to leadership with a headcount ask I wasn't sure if anyone had a template of sorts that they've seen success with. Thank you,
First, a confession - part of me gets excited when certain customers cancel. It's the most powerful data point we have to demonstrate risks and gaps that have yet to be closed. It's also an opportunity to get feedback with no agenda (although, a really good post-mortem CAN get them re-engaged!) When a customer cancels,…
At Higher Logic we're deploying a pooled Customer Success model for certain customer segments. We're looking for inspiration on how to structure it. Do you have a pooled CSM model? If so, how have you structured it to handle both outbound proactive activities and reactive "hand-raiser" requests as customers need it? Also,…
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, July 20 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, August 3 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, August 17 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…