How do you evolve your account strategy throughout the customer journey? One template, with placeholder for metrics and strategies as the customer iterates through onboarding, ramp-up, maturity, adoption, expansion - whatever your journey steps are? Or do you prefer separate account strategy templates as the customer goes…
Hi all! New member here. Looking forward to interacting with you all. I found some related posts, but wanted to start a new thread about standardizing renewal price increases for annual contracts. Not the process of securing the renewal, but rather how to internally standardize rates of increase. There's not a ton of best…
Could you please share any effective strategies or approaches your organization employs to ensure the active involvement of customer success managers in the pre-sales process, thus fostering more vital collaboration between the sales team and the customer success team?
Being apart of a few discussions surrounding change management I wanted to ask if anyone had any good strategies to proactively stay "ahead" of the game during a change? What works and what doesn't?
Hi! I'm curious to learn how you help CSM teams managing 25 - 60 accounts, the most at risk segments who require advisory services more than a product in order to ensure success (product value is there but renewal success is dependent on an indirect variable related to customer building a type of sales motion). This is…
Hi all, My final panel interview today, with my presentation, was canceled because the recruiter called to let me know that the hiring date has been pushed back to September. She said they really want to keep me as a top candidate but understand if I need to take another job sooner. I said I'd love to complete the…
Customer Success Meetup in San Mateo happening on March 13th. I'd love to see GGR #representing! Sign up: https://lu.ma/sfbaycs Open to all CSPs Free food/drink We hope to see you there!
Hey all. Would love to understand your renewal process and forecast. Specifically... How early are you reaching out to negotiate the renewal? What stages do you use in your pipeline? Who is responsible for executing the renewal? In what system are you reporting net dollar retention? What metrics do you use to automate your…
Good day GGR team, I am in search of a churn Post Mortem template . This would be some kind of analysis to submit to upper management. As well, I was thinking, it could be archived and used as lessons-learned and use cases. Long game, it would be very cool if we can use the info to creae data point to help with risk and…
I recently discovered about Enterprise CSMs and while I am still a little unclear about how that role differs from your normal CSM, I was curious about how many other types of Customer Success Managers there are?
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