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Transitioning Customers from a High touch to Low touch model
Have you ever had to move clients from Strategic CSMs to a one-to-many or low-touch team? We are needing to do this with a very large portion of our customer base. Some of our lowest ARR accounts and ICP accounts were previously receiving a weekly call, now, quarterly will be the maximum our team can support. What…
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Why marketing & CS may be the undiscovered "peanut butter & chocolate" combo (S/O to Jeff Bruensbach
Greetings! This will not be news to most of you, but I've been admiring the effort, impact and value delivered by our fearless community host, facilitator and expert @Jeff Breunsbach since he and I connected a few years ago. But not until the last 2 weeks did I have a chance to work with him in-depth, and I wanted to share…
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Customer Onboarding Challenge
I've attached a report that we just published on The Onboarding Challenge. We surveyed the members of the LinkedIn group Customer Success Boston and asked them to describe the biggest challenge they faced onboarding their customers. Are these responses consistent with your own experience? Are there other challenges that…
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Customer Onboarding Challenge
Customer Onboarding Challenge
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Renewal Surveys
Hello! New to the community and excited to be here. I'm curious if anyone has conducted renewal surveys via email or in-app to get a sense of a customer's intentions to renew, separate from CSAT or NPS? The goal would be to solicit feedback (likert scale) across both user and buyer base, allowing our CSMs and RMs to get…
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Product Marketing Sitting on CS Team?
Does anyone have a product marketer sitting on the CS team? We have a gap in getting needed screenshots and feature release notes in a timely manner so we can update our users as we push app updates. My thought being this person could be a liaison between dev and CS and also be responsible for updating all of our help…
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Exit Interview Results : Presentation Suggestions
Hi GGR, Long overdue, I finally got an Exit Interview pilot program off the ground. As we're closing out Q1, I want to create a deck to present to Leadership (Sales, Marketing, Product, CS) to share my findings as well as recommendations for next steps. I'd love to hear from anyone who has done this successfully (or not),…
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CSMs working with SMBs
Hey folks! I’m curious to know how some CS organizations work with SMB customers. What approach has worked best for your organization? I’m sure there are a ton of ideas and every company is different but curious to hear what others have found successful. Thanks
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How do you pitch the Value of Customer Success to your clients?
Hi all, In my organization CS is still a new concept that is sometimes confused with Project Management. Looking for ideas on how to pitch the importance of CS to new clients. The onboarding and implementation are owned by the Service team at my company and the client does not see how CS is different than PM. Can you help…
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Onboarding & Implementation Methodology - SaaS examples
Here's a sample SaaS customer onboarding project plan template - for SMB, Mid market, and Enterprise. https://docs.google.com/spreadsheets/d/1keCwaw1FX79f4qMglEmEAgqMSbx_U0IttF_JYOWzf1M/edit?usp=sharing Thanks, Sri Co-Founder, Rocketlane
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CSM Office Hours - Meeting Notes (03-16-21)
A big thank you to @Anastasia Magnitskaia for capturing and sharing the notes below! Please take a review of the notes and add your own! Summary: Ice-breaker: "If you weren't in CS, what would be your passion career?" Discussion question: What ways do you "tactically" capture voice of the customer? Capturing Voice of the…
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Need help in developing the Onboarding process
Hi Experts, Kindly share good reference materials or sources for developing CS Onboarding process activities, execution planning, and deliverables.
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Software is to eating the world as Customer Success is to _________ the world?
Hey GGR community - Both are growing, reason by analogy with me: Software is to eating the world as Customer Success is to _________ the world?
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Owning the Customer Journey, How to transition the conversation from one milestone to the next
Hi everyone!! This is my first post so feedback and insight would be super helpful :) . I recently started a new job at this amazing new company and my responsibilities as a CSM are quite different from my previous role. Within this role I am owning the entire customer journey, from onboarding to success to renewal. In my…
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What problems are you facing as a CS professional?
Hi Customer Success Professionals! As we think more about exploring what "Retain" really means, we'd love to hear from you what kinds of problems you're facing as a CSP. Most likely, these are issues being faced by many in our community and by surfacing them, we can begin figuring out how to solve them. Similarly, if you…
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Customer Advocacy - who owns it?
Hello, While doing some research into advocacy (stories, case studies, reviews) it's not clear who's typically responsible for it. Advocacy seems to fall between any these departments: - Customer Success - Marketing - Product - Sales enablement - Customer Advocacy - separately to any of the above Would be interested to…
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Onboarding Survey
Hello, does anyone currently send any surveys to customers after onboarding? If so, what are typical questions you ask?
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Visualizing Customer Success: Building a Collection of Images
Hi GGR community - What are some of your favorite images for visualizing customer success? How have those images helped you – e.g. to better serve customers, to motivate your team, to align the company, to see trends, to showcase outcomes, to help your mom know what you do, etc? I'm ready for a refresh on how I think about…