New Name for QBRs
Hello Everybody, Recently have been thinking about renaming our QBRs. I feel like a "Quarterly Business Review" is very bland and doesn't sound as engaging when it comes to our customers. We usually try to have these once per quarter where we quickly go over their numbers from this quarter, while then looking to see where…
Incentivizing CS Pool for client event participation
Hello all, We have recently made the move to having a shared pool of CSMs for our low touch mid market clients. Every year we throw a big client appreciation event and party. In the past, we would have a contest and give prizes to the CSMs who had the most clients from their portfolios register for/ attend our event.…
CSX platform advice
Hi GRR team, Anyone interested / willing to have a chat to discuss the assessment process you went through to review CSX platforms? We have narrowed it down to a shortlist and would love to kick the tires a bit more. Just looking for an informal chat, would be greatly appreciated!
Partner Success best practice, building blocks
Has anyone designed or built a partner success programme? Would anyone like to have a chat with me about the must dos, don't dos, play books and how to navigate the pitfalls of changing the status quo? Fun stuff!!!!
Topics of discussion for leaders joining the introductory meeting with customers
Hello, I started an initiative to establish the principle that senior leadership gets invited to the discovery meeting with the customer (the meeting that positions Customer Success before the onboarding). Do you do the same? If so, what topics do you find work for the customer for you to address, beyond introductions?…
Do you have any proven intervention strategies to turn the tide of a lame duck program manager?
Great question from our session over on the Gainsight Pulse Everywhere conference... * CSMs build great relationships with their POCs, but what if they are a bit of a "lame duck"? * Do you have any proven intervention strategies to turn the tide of a lame-duck program manager? I think the question is getting to the point…
Customer Welcome Pack - Feedback / Suggestions
Hey Everyone! I work as a senior CSM and one of the things I'm working on is a Customer Welcome Pack. Has anyone worked on something similar or could give me some suggestions/feedback? The objective of this welcome pack is to provide customers with an easy resource with some go to information like training schedules (which…
What LMS system are you using with your customers and/or employees?
Hi All, My organization is currently looking at implementing an LMS system to be used for both our customers and our employees. We currently have quite a bit of training and webinar related materials already developed, but we need a systematic way of tracking our customers progress to completing an assigned set of…