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!
Are you using CES as a metric? Or other comparable metrics? I frequently get questions on CES and wondering what the field application is like for this.
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 (bob@abc.com). We're going to be clear about what they can expect from this person, but I wanted to get some feedback on which…
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 but I am being tasked with building a small CS team at my company. I am the one and only employee in CS and now I have been…
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 Enterprise? What do you think about that? Love to hear your thoughts! 💬
📣 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 Manager: What do you consider as the most high-effort activities for a Customer Success Manager? Whether you've had firsthand…
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?
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