-
Decision Maker Change-Factor for Churn
We can all agree that when a decision-maker/executive sponsor leaves an organization it can be somewhat of an uncontrollable factor for churn. While we have some strategies in place, I would love to connect with anyone dealing with this same thing, or who has put checks and balances in place to address this situation. As…
-
Hubspot users
Hello, I know eventually, we will need to move to a CS specific platform but for now we are using HubSpot. I really need to pick someones brain who is using hubspot for journey, health, engagement etc. I don't think HS excels in this arena, so who has it dialed in the best they can for CS. Thanks Derek
-
Tips to minimize QBR no-shows?
I need advice on how to reduce QBR no-shows. Most CSMs in my professional circle struggle to have clients attend their QBR meetings-or any other meetings in general. It takes a lot of time and effort for CSMs to get the clients engage to give them feedback or take part in surveys, perhaps because most customers perceive CS…
-
Hyperlinks in your message?
When you communicate with your customers do you include hyperlinks? Or do you include the URL directly? Google or https://www.google.com/ ? Or a combination? I am a proponent of always using hyperlinks. Users understand what they are and do not need the URL to spell it out for them. Hyperlinks look more professional and…
-
A CSM like no other...
I am now one month into my CSM journey. It is eveidently clear that my role is not a traditional CSM role. I am a CS team of one at a Travel Tech Startup. My only real partners are the COO who has 3 other projects more important than my verticle, and a software engineer who has functioned as CS/Support/Tech for a few…