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 and I wondered if smaller companies would want something like a "fractional Head of Implementation" or something like that.…
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 app for a group inbox that the team can work out of. Would love to hear what other people have done to achieve this?
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 customer Journey maps are lacking/practically nonexistent. I'm struggling with one convince our exec team that this artifact is…
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 trying to create a more systematic approach so we can add more predictability and forecast upsells accurately. Does anyone have…
📣 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! 🤔 Why is that? Wouldn't it be fantastic if you could simply sign up, dive in, and try the product yourself? No more waiting…
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 - # of users in our platform * list price = whitespace opportunity. Has anyone done this in a more sophisticated way before?…
I work for a start up and we have a few partnerships that are at the enterprise marker. Currently Ford Drive has agreed to a partnership with my company for a certain amount of subscriptions. In my understanding The trouble I'm finding is I was involved in the process too late. Out of 100 available subs only 3 have opted…
I'm really curious to hear from folks whether they map out the competencies or skills for all the roles in their orgs. I know this is a common practice in Sales but I've seen it less frequently in Customer Success.
I'm needing to update our customer journeys and it currently lives in a slide-deck. Does anyone have a good tool or template that they use for these? I need to make separate journeys for each segment.
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