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Idea: Interview the Customer who turned into a CSM
Hey Folks! Our CSM team has taken an open mind when hiring, and as a result we have a very diverse group of folks on our team. We range from Ex-Sales, Account Management, Project Management but even more uniquely, the CUSTOMER. I know we aren't the only company that has hired customers to be CSMs, but wanted to see if…
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Customer refuses to fulfill contractual obligation. Now what?
@Brian Hartley , @Will Pagden and I were bonding over the fact collections can be a painful part of the churn process in another thread (which I'll selfishly plug here). Fortunately, we don't see too much of this, but still is something we could be better at. * How do you handle collections? * What's your threshold to…
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Customer wants to cancel. What happens next?
I'm curious to know what your teams are doing when a customer expresses that they'd like to cancel. Reasons I ask: * Who manages the conversation and why? * Is there a process defined internally for this? * How do you hold customers to term? * Once churned, what happens to that customer next?
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The Biggest CS Myth?
As the CS category has grown and matured, a lot of good and bad habits have also developed. What is the biggest myth you think now exists? Mine is that segmentation models should be based on financial metrics (ACV/ARR/etc.).
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Hi All - We are trying to move away from expansion quotas for our Enterprise CSMs. Apart from renewa
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CSM Customer Rotation
Relationships are a big deal. However, there are some who view that there is value in being successful with other customer sets especially in the enterprise where you might have a handful or less of accounts. How long do you keep someone on an account? 1 year 2 years 5 years As long as they want to be.
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What do you do in the first 2 weeks on the job...
As a new leader (at any level), there is a need to come in and do a few things... ? Listen and learn ? Provide quick wins ? Set a new tone, direction and strategy If you were stepping into a new role in a Customer Success organization... What would you do in your first 2 weeks?
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Re-Engagement & Multi-Threading Strategies
Hi Everyone, I'm curious if any of you have any playbooks or can point to any solid resources on what Jake from Skaled recently mentioned on the GGR Podcast. Specifically - the challenges to overcome are * how best to get customers back into conversations when they've gone quiet? * how to extend deeper across a customer…
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How many questions is too many questions in an NPS Survey?
Morning all, I am currently creating our companies NPS strategy and looking to get this live. I am a big fan of the NPS survey being quite too the point with "Would you recommend us to a friend or colleague?" and keeping it quite short. Giving the option for free text feedback. To give context I am also implementing a VoC…
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Office Hours for Your Customers
Hey everyone! I'm looking to host "office hours" for our customers and create more of a community and engage customers on a massive scale vs 1-on-1, especially our SMB and tech touch customers. If you've done this before, how have you gone about doing this (successfully)? Here's what I'm thinking so far: * Mass email to…
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Unique CS orgs
Hi CS Folks, I've been thinking about my personal CS journey. Has anyone ever been in a unique CS role or company? If, so what made it so unique? Secondly, has anyone been with a CS team where you had, as a team, less than 10 customers producing millions of ARR? Curious how those relationships were handled. To give…