Strategy & Planning

Archives for April 2021

LinkedIn etiquette
Hello GGR community! I had a completely out of the blue question come to mind this eve, and wanted to post it to get the group's thoughts. What is your approach when it comes to connecting with customers you're working with on LinkedIn? For the CSMs, do you always connect with assigned customers? For the team leads out…
4 Tips to Keep Customers Engaged
If you have done Customer Success for any period of time, you have had the experience of a customer go silent. It’s happened to me for sure. You did everything right (as far as you could tell at least) but for some reason the customer is completely unresponsive. You could see that they clicked your email but still nothing.…
CS Team & Sales Training? Value Selling Framework rollout
Hi GGR Community - Our company is getting ready to implement a new sales methodology, ValueSelling Framework, to our AE's and curious if anyone has had experience implementing this or other sales methodology's to their CS teams. The CS team will be going through the same training as our AE's, but with slight variations in…
Bringing CS and SaaS to a Less-SaaS Industry
Hello, GGRers! I am having fun leveraging what I'm learning about best CS practices to an industry that doesn't usually experience a high level of dedicated, systematic engagement. The insurance carrier industry is one that is accepting more exposure to SaaS products with the push of insurtech, but they're not necessarily…
Customer Success Detractors
X is the biggest detractor of Customer Success at my company. * Who or what is X? * What is X's why?
60-second cheat sheet on how CSMs can have more strategic customer conversations (Thx ChurnZero!)
I've observed a number of discussions here - and heard from a number of you - about your desire for CSMs to have more business-level conversations with customers. If that's you, I humbly point you to a ChurnZero "cheat sheet" that nicely distilled my 60 minute webinar on this topic down to a 60 second reference sheet.…

Upcoming Events

June 22 Leadership Office Hours
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…
July 6 Leadership Office Hours
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…
July 20 Leadership Office Hours
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…
August 3 Leadership Office Hours
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…
August 17 Leadership Office Hours
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…

Strategy & Planning

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