We are changing from a pay for success to a subscription model. And as you can imagine the pressure on CS is big We are currently informing our customers and showcase the why of the change with an offer during our meeting. We need to send the smaller customers the offer and with option for a meeting. My question, as we are…
Keen to hear your experience of CS reporting into Product. I've heard of this model before, but can't find much info online. Any insight is welcome. L
What do you do when you have the wrong person, or persons assigned as the owners of your software? I have had this happen many times. After the sale, the owner delegates, often to someone who had no role in the purchasing decision or real stake in its success. Being told to own it, and actually caring and wanting it to…
How are you breaking down silos & cross-departmental friction at your organization? I love the idea of shared goals and cross-departmental collaboration. What are some examples that you're seeing or implementing? I'd love to hear!
Do you believe a CSM with a 2 years tenure should look into getting certified? I see quite a few offers like SuccessCoach etc and wondering how worth it is to invest that amount of money. Shall I invest it in other certifications/courses that add more value? Thanks
Hello Everyone, When i help create systems, below are the CTA's I make sure are set up, do you all have anymore I could add to the list? 1. Payment Alerts - An automatic notification for when a client's payment is overdue. This can lead to a deeper dive to understand any underlying concerns or challenges. 2. No Login…
I've been thinking through different ways to help people who are looking for CS jobs successfully find their next great company. I'd like to be more helpful than the typical "commenting for reach" on their LI post. If anyone is interested in helping OR has a better idea they'd like to suggest, let me know. One idea I had…
For onboarding what is your most successful digital strategy? I have onboarding messages via an automation CSM tool in place that are very specific to the administrators and a super simple new user onboarding single message. There is a series for admins, up to five, and the stats show me the results vary, greatly.…
Hey All - I won't stand on ceremony long here. Recently I've began working for a start up, that's now beginning to gain traction with some major players. Although I haven't been promoted, my duties have increased tremendously. Thats where this post comes in to play. I know the mot popular way to scale right now is one to…
I have recently joined a start-up as a CSM and have around 30 accounts assigned to me. From a business ops POV, CS has been reactive and somewhere couldn't articulate the value or the business growth our customers want to achieve. Now, I got the opportunity to reach out to my customers proactively and I dropped emails to…
It looks like you're new here. Sign in or register to get started.