I thought this to be an interesting collective of thoughts on a customer's approach to a bad experience: https://www.linkedin.com/posts/darrenprine_badcx-activity-6711482208118542336-hFIx There are a spectrum of ways to approach such experiences as a customer: -go straight to the top and let leadership know they have made…
Hi team! I started in CS almost 4 years ago right out of college and had a couple experiences where the customer made blatant discriminatory remarks towards me. At the time, I thought it was all apart of being in CS. Fast forward 6 months ago in a company all hands, another CS member point blank asked our CEO what his…
Good Morning, I received an email from a fellow CS Leader who is looking for advice on how the Leadership Team within their organization should be compensated. See the snippet below: My company is moving to a model where CS is holding renewal responsibility in 2021. Our leadership team is in agreement that our CSMs should…
GGR Live: Boston | Scaled Customer Success | June 7 Effective Strategies to Reduce Cost via Scaled Customer Success In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without…
When Thursday, June 8 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…
THE VAULT: Secrets of CS Leaders "Doing the right things" Its a cliche as old as time — “doing more with less” — we'd rather think about it as "doing the right things". Every business is different and every customer success leader has different challenges - but do we really? Join us in THE VAULT for an evening where…
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…