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…
Some context: We sell software that be completely self serve. We have really focused on increasing upfront training, knowledge bases, in-app tools, etc. so that people will actually self-serve, but we have a lot of customers who still rely on our very service-oritented CS team to do the activities for them. This creates…
Wanted to start a conversation around Customer Success Managers leveraging social selling tactics like frequent posting on LinkedIn. In sales it is heavily encouraged (if not mandatory) to stay active on LinkedIn, not just for prospecting but to stay top of mind to all your connections. If a CSM is connected with their…
For those working in a SaaS company that leverages system integrators: I am super interested in chatting with you about how you engage your SI partners. When you pull new SI into your ecosystem, how do you scale them up and provide ongoing training to them? When they get stuck with a customer requirement, how do they…
Hey there! We've just started creating success plans for customers. However, these documents are not shared with the customer. Should success plans be shared with the customer or not?
Hi there! I've recently joined an early stage start-up as the Customer Success lead. Really looking to connect with folks in the same boat and I was wondering if there are any communities for those who establish CS teams and processes from the ground up? Also, would really appreciate any helpful playbook templates. Thanks!
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