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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Hi there, I'm new to the GGR community and am in the process of standing up the first customer success marketing function for our company (B2B Tech). We are building out simple email campaigns and communications for success nurture (i.e., onboarding/activate/adopt). What industry benchmarks do you follow for email…
One area of thinking for me in the 2nd half of the year is how we structure our CSM team in terms of seniority and the relevant career progress within role. I am thinking: * Entry/junior : Customer Success Manager * Mid : Senior Customer Success Manager * Experienced : Customer Success Director What does everyone else do…
I have been in the software sector for many years and have yet to see a well organized, customer friendly way to keep customers updated on a regular basis efficiently, and with solid customer facing, timely updates about their product enhancement requests. How do we welcome product enhancement requests and keep customers…
Hi everyone! As someone who’s passionate about building a positive work culture where everyone is engaged and motivated, it’s concerning to know that quiet quitting has become a pressing reality in the CS world. What do you think motivates disengaged CS staff to stop quiet quitting?
Hello, I've been putting new processes into place for our company's reference program and we're getting some pushback from the sales department. I'd really love to hear feedback from this community on best practices for sharing our reference contact information with the sales department. Our current process has sales…
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