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?
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…
It looks like you're new here. Sign in or register to get started.