Hi all, I'd like to propose some changes to our CSM compensation plan for 2024. Last year we issued 2 bonuses each half based on NRR. I discovered that if a sales person helped land an expansion or an upsell for one of their accounts, the CSM coasted the rest of the year. This was the first year we implemented a bonus and…
"When you say 'CS' that's a naughty word. So I don't believe in customer success. Because what does customer success do in most companies? They are basically either renewal people or they're guiding the customer around to how to use the product. But if you ask the tough of customer success, can they sell the product? No.…
We all know NRR and GRR, NPS and CSAT. We also know adoption metrics. If you were to remove all of those as options and needed a different metric to show the impact of CS both with customers and internally to executives, what suggestions might you have? I was asked this question today and I came up with a few below ideas.…
Is there a difference between Digital Customer Success and Customer Education, and do you need both? *Remember, join the conversation to receive a limited edition badge and a chance to win a gift card!
I've noticed that the posts and jobs I used to see in LinkedIn have essentially vanished. Poof! The AI-powered LinkedIn algorithms have determined that my new role as Director of Customer & Product does not deign me receive nor see posts or jobs about 'customer success'. This is probably because the word "success" is not…
Hey All, I'm looking for some resources to help build a framework of questions and tactics to help our CSMs expand within their portfolio. I'm hoping for a little more beyond "Who else would your organization would benefit from this product?". Every industry is different, so having some general guidance as to how to build…
Hi all, Question for people who have pivoted. I have experience that heavily overlaps with CS responsibilities, though no recent CSM title, and the struggle to get a hit from CS applications has been mighty. I recently obtained my level 1 certification to help increase the appeal of my resume. My curiosity is is it wiser…
Hello, What are some processes, systems, or approaches you have found helpful when making a transition to a new company? I have all these ideas in my head of what I want to do, but I don't want to step on anyone's toes, and I don't want to come in and suggest a ton of changes. But without suggesting changes, etc., how can…
Hello, As we're all aware, it's been a tough market out there this year. I am struggling to get my foot in the door and am starting to question if perhaps there is something in my resume, whether format or content itself, that is potentially serving as a blocker. Does anyone in the community know of helpful resources that…
Is anyone here wiling to share a success template? Also, how did you measure that the introduction of a success plan really improved the relationship with the customers? Will you, as of today, till recommend using a SP?
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