As many of you know, there's a huge trend to cut CS and transfer renewal and expansion tasks to Sales. This is a very shortsighted way of thinking for senior leadership because they're cutting the liaison to the customer - the person who knows what the customer needs, and how to provide it to drive impact, retention, and…
Hi all! I'm so thrilled that Monday I have a final interview with a company I've loved talking to but I need your help! I have a panel presentation and brief discussion with them on Monday and I'm expected to have about 5 slides (provided by them, blank of course) to validate the following requirements: Ensure I'm aligned…
Hi All, Im hopeful someone may have a documented workflow or table that outlines the ways in which Product Managers and CSMs work both internally and with customers. Specifically here it would be good if there was something that outlined where PMs roles stop when it comes to interacting with them? I joined a business to…
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Hey All - I work for an incredible startup as a CSM. This is an incredible grassroots company as of right now. To gain insight into what works best for measuring and improving CSAT, I'd to hear from you - the community. We're looking for your input on the following questions: What questions do you get the best answers to…
I'm preparing a longer piece on CS Ops as a whole and would love to add some real stories from you fine folks! If you’ve successfully optimized CS Ops, how did you do it? How did everything look like before you started? Where are you at now? Any insight you have would be very welcome. There's a lot of theory on this topic,…
Has anyone driven customers / partners through a digital onboarding experience to initiate the joint Success Planning? Meaning, introducing the customer / partner to their customer portal experience, establishing goals and objectives and planning outside in. I see a ton of threads where internally organizations initiate…
As we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or…
Hi All, first time poster here :) I am in the process of building out Customer Success at our business which is a Series A start up with no prior CS function. I am about to start to build out our renewal playbook however would love if someone has an example to share with me to firstly validate my thought process so far but…
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