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/fix issue that Support can help with. What are resources and material you have in place besides product training that help…
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 moment I'm thinking about open-source tools because of the financial constraints. I would appriciate any recommendation of…
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 conversation and curious if others have developed tools or templates to guide the conversation? I will have leaders from all the…
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…
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