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CSM at non-SaaS, non-service company: where to start?
Hi all, I'm new to this great community and to CSM so I hope you guys could give me some tips. I've been working in sales for 5 years in a company which manufactures and sells high-tech equipment for atmospheric measurements and early 2020 I moved to a CSM position - a new role created under Tech Support department which…
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Increasing Engagement Rate of Web Users
Hi all! Looking for some insights from you all! Right now our company is facing a pretty big engagement challenge. We get a lot of new customers who sign up through the website without dealing with a sales rep. Naturally, these customer churn out much higher than people who are engaged with a human. Because of this we…
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CS from Cradle to Grave
In preparation for launching a new SaaS solution, we are taking our customer success model in a new direction. The current state strategy for this new solution is as follows: * Individual acquires app via store download (free version) * Relationship engagement processes engaged (automated emails, sharing of content, etc.)…
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What would you do if the customers you have now were your
WHAT IF THE CUSTOMERS YOU HAVE NOW WERE YOUR ONLY CUSTOMERS? ? Let's say for the remainder of 2020, you weren't able to acquire new customers. What would you do differently?
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KPMG 2020 NL Customer Experience - Customer in the eye of the storm - September 2020
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KPMG 2020 NL Customer Experience - Customer in the eye of the storm - September 2020
KPMG 2020 NL Customer Experience Excellence report - September 2020 Authors: Arjen van Ulden Kay van der Vleuten Leonie Vervelde Martijn Helder Myrthe Baars Nienke Wichers Hoeth Suzanne Sweers Almost overnight, the storm of COVID-19 smashed the fundamentals of customer engagement. With physical stores shut and digital…
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Customer facing executive sponsor slides
Hello! I have been charged with building out the customer facing executive sponsor program slides for my customer success team. I am trying to avoid reinventing the wheel. Does anyone have any cool templates they could share with me or the community? Thank you a bunch!
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What type of questions do you generally ask and at what milestone in your B2B SaaS journey?
What type of questions do you generally ask and at what milestone in your B2B SaaS journey?
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Combating extremely aggressive pricing from competition
In my experience back at Comcast and Cox Communications, we had an all out blitz involving every department trying to beat Google Fiber who was putting up some aggressive pricing to enter the market like $500 signing bonuses and $30 off current market prices. We were able to match them dollar for dollar to retain…
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Fight Churn with this ChurnMonster Playbook
Churn Monsters The Churn Monster Playbook is your definitive guide to customer churn based on common topics (or common personalities) like:* Acquisitions, * Disengaged customers, * Cash-strapped, * Stuck, * Championless, and * even Black Swans, like the COVID-19 pandemic See these in blog format here.
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Organisational alignment
Hi everyone, my first post, so apologies if there is already a thread elsewhere. CS teams and leaders often discuss how important it is for our organisations to back the culture of customer success enabling our CS teams to make a difference. What I found in our org (may or may not be similar in other orgs) is that…