We're rolling out a new digital approach for our SMB clients soon and I'm debating on whether to direct clients to a new generic email address (success@abc.com) or to a real person's email address (bo…
Hello all! Its my first time posting, so please correct me and guide me as needed in case I make any errors here. I definitely dont have enough time or space to give the full context of the situation …
Hey Guys, How is Customer Success Different in Small Businesses as compared to large business? Is it even important? How much of tasks or responsibilities of a CSM different in SMBs as compared to Ent…
📣 Hey folks, I hope you're all doing fantastic today! I've got a burning question that's been on my mind, and I could really use your valuable input. 🤔 When it comes to being a Customer Success Mana…
I was recently thinking about the concept of a fractional CSM as a way for smaller companies to implement a CS structure on a tighter budget. As a CS organization grows more nuanced seats are added an…
I'm am looking to move a portion of my team and our customers to a pooled CSM model. I am wondering what tools you've used to help assist customers? I am looking at intercom and I am looking at Front …
Hi All first post in the community! I'm looking for guidance on best practices around creating, introducing, and maintaining customer Journeymaps within a Series A SaaS company. Currently, our custome…
Hi I lead the CSM Team and upsells have been happening organically and often quite slowly up until now, with no real targets set apart from an overall team target re ARR growth. We are currently tryin…
📣 Hey everyone! I hope you're having an awesome day! Let's talk Customer Success Software. 🚀 I've been exploring different options out there, and guess what? None of them offer a self-serve model! �…
Hi, The CSM team at our org has been tasked with whitespace analysis. We work with hospitals and health systems and I have a rudimentary idea of how to calculate this: # of users in the health system …
