Hey! I am helping build out our Digital CS at my company. An issue we see time to time on lower-tier customers is they don't have money to buy PS to help build/enable something and it's not a break/fi…
I recently joined a SaaS startup, at a glance our solution is relatively simple, so I'm planning to build up a resource center that can equip clients with necessary resources to self-onboard. At the m…
Our organization is looking to evaluate what the experience should like for the various segments of customers ie high, medium, low and digital touch. I am struggling with how to format this conversati…
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 off…
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 r…
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 i…
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 inve…
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…
