Hi all, I am in CS at a high-growth start-up that works with Fortune 500 clients and currently has a very high-touch CS model. Our CS team is growing as rapidly as our client is, which has led to needing some account transitions over the past year. Some of the transitions are needed because individuals that were in IC…
Hi everyone, I'm working on a CSM relationship management plan and would very much appreciate it if anyone has a good template they would could share or recommend. Also, any advise about how to guide new enterprise CSM to penetrate an existing account (high level strategy). Thanks so much! Adi Hila
Hello CX Professionals - One place I struggle, especially in a funded start-up, is how much to push at renewal time for more money - or sometimes just equal value. I am constantly pressured to keep renewals whole, increase license prices and push to keep timelines in order to make metrics look good to investors and spur…
Hi there, Longtime listener, first-time caller here. I am looking to connect with other members who are the first CSM in their Orgs. I just started as CSM for a travel agent technology startup. I would love to learn more best practices and hear advice and feedback from other first CSM's. What metrics are you using to…
Good morning all! Our next Office Hours registration links have been posted under Events. Haven't registered for the entire series for your role yet? Take a moment to sign up for this month's events or you can sign up for all events at once! * CS Ops event will occur on Thursday, February 17 at 9am MT. Learn more and…
Hi folks, I've been hearing about 'office hours' and would love to hear your experience to better understand how we could make this work for our customers. Is it a regular open Zoom where anyone can just stop in with product/technical questions? How do you prevent it from being monopolised by one Customer? Or turning into…
Hi there, Is anyone using Atlassian Service Management as their customer support portal? We are looking to switch over from Team Support so that our KB and our support portal both are under the Atlassian umbrella. If so, can you share a little bit about how it's going? What software you switched over from (if applicable)?…
Looking for ideas on what sort of information to discuss or questions to ask during an introduction phone call. This call is not scheduled and is mostly to introduce myself and gain a little more insight. Our client-base is harder to schedule dedicated time for a call or meeting, this is after I've sent an intro email.…
Feedback requested - customer engagement strategies
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…