Hi folks! I'm Eric, I just launched a CS Enablement consulting firm called Retain Solutions to help CS orgs retain their best talent. One of the things that I've been working on is building out templates and best practices around metrics to measure the success of CS enablement. Besides the gold standard metric - time to…
Is it just me, or is choosing to bill for SAAS professional services / support by time & materials a choice that is begging customers to have issues with invoices? How do I prevent my CSMs from needing to use all their valuable customer engagement time addressing billable “hours” and invoices? Customers know the CAM and…
We are a long-established SAAS company in the fintech industry. We've always had high email traffic in our CSM team. This can range from straightforward correspondence to more complex queries. Whilst we can upload and reply to emails into our CRM, this relies on our CSM remembering to do it. Also, it's creating a culture…
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Do you send a survey to the participants after each of your webinars? And what`s the goal? Which data do you collect? If you don't why don't you do it?
Hi everyone, There has been some discussion here around the customer journey mapping. We're just getting started with this exercise and I wonder - do any of you have some templates/examples of journey maps that you can share? A few additional questions:* What steps did you follow when you created it? * Did you involve…
ChurnZero put out a great new study surveying 1,037 customer success leaders. One thing that stood out to me was their finding that 53% of VPs of CS report to the CEO or COO and 17% to CRO/VPS. There is no mention of a Chief Customer Officer. Is the CCO a nuanced role?
Hello community!! It's been a long time since my last post. I am interviewing for a Digital - Scale CS role and a question came up that got me thinking: If managing your pool of customers you find 100 customers who are completely inactive and haven't used your product in the last 3-6 months, no active users, no…
Hey All - I hope this message finds you well. As we all know, keeping our community updated with the latest insights and information is crucial for staying relevant and engaged. To that end, we are planning to launch a monthly newsletter that will provide updates and insights about our community and the broader industry. I…
Hello fellow CS professionals, I just joined the community and look forward to contributing and learning from everyone here! I'd love to gather some insights from other CS Leaders who are performing price increases at renewal in 2023. Specifically, I'd love to hear how y'all perform the following: 1. When and how do you…
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