-
Needing to create a CS roadmap for Leadership but Leadership is our CS roadblock
Hello CS Community, As most of you are as well, I am tasked with being proactive with our subscribers to create relationships, measure customer health, and obtain their feedback to present to our leadership. However, my entire 1 1/2 years I've been in this role, ALL of my efforts have been tossed aside. I check off all my…
-
Which course is best if I want to become a CSM?
Hello all! My company has suggested I might be interested in a career change into the Customer Success role. I am currently a Sales Development Rep so there is a lot of learning to do to get up to speed if I want to excel in my new, potential role! I am thinking of this level 1 CSM course: SuccessCOACHING Customer Success…
-
General CSM-Program - Gain Grow Retain Open Collab Library
Hi CSM's, In the context of continuous learning... Are any of you CSM's up for setting up an overall General CSM-Program (online document collab) in the GGR library? Exempli gratia - containing the following: * CSM Introduction* What is Customer Success * What does a CSM do (and does not) * What's the value of a CSM *…
-
How I used improv to become a better CSM
I took my first improv class in the winter of 2016 -- nervous, afraid of messing up, and with a vague sense that I might not even like improv. Not only did I meet my fiancé in that first class, I gained the confidence to take more risks, be a more effective communicator, and make my colleagues look great in front of…
-
Top 5 news
Hi GGR community! Put Yourself in this position: You've just accepted this really exciting new job offer as a VP of Customer Success. Your mission is to implement Customer success mindset, methodology and strategy to the organisation. You got the backup you need from the C-suite and board. On your first day, you get…
-
Looking to interview as many CS Recruiters as I can to create a report on what recruiters are lookin
It's time to answer the question of what do recruiters want, what are they willing to have as a substitute, and why is SaaS experience the number one barrier to entry for CS
-
Friday CS Wins
2020 has been tough. So let's celebrate some wins! There's a lot of great people and companies that are working hard to help their clients and customers succeed. Let's celebrate them! Let's celebrate us! What's a WIN you had this week helping your customers or clients? or What's a WIN you had this week because an employee…
-
GGR Office Hours Topic: CS Team Supporting Multiple Product Lines
Would love to hear from companies that have a single CS team supporting multiple product lines and how you define engagement model across areas of the product.
-
Customer Required Attention - Quantitative Measurement
Hi all, My first post in the community ;-) In my company, today we're assigning CSMs to new signed accounts based on a mix of parameters such as ARR, Region, Vertical, Industry, Product-Expertise. But we are realizing that none of these parameters would actually reflect the amount of time/attention that particular customer…
-
Customer Success in Benelux Region
I am currently exploring the European (esp Benelux) Customer Success industry in depth. Trying to understand the strategies that worked in customer onboarding and advocacy. Which engagement practices work to maintain a successful rapport with the customer? How open are the B2B clients to unconventional retention ideas? Has…
-
What else do you measure when retention is good?
Hi everyone, I've got a question on metrics and KPIs success teams measure. Background: We're a SaaS company that provides app developers with a platform that consolidates all app store analytics and allows them to reply to their app reviews in one place. The retention is higher than industry average, and the churn is…