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…
Anyone here using Einstein? This is Salesforce AI/automation tool that is built into Service Cloud. If so would love to learn about your use cases and get feedback!
Hi community, Any recommendations on tools to actively map stakeholders (customer) , relationships, etc.? Hubspot has orgcharthub ...anyone use it? any other recommendations that include visual representation/mapping? Thanks! Elkin
Hi all! I have my team sending quotes to customers who haven't responded to any of our renewal automation by a specific date before their renewal. We get a lot of customers responding to the quotes being proactively sent and get some people who just sign the DocuSign right away. I'm trying to automate this, so my team…
Do anybody have an experience building CS dashboards and customer journey mapping in HubSpot? I just need some insights on how to absorb checkpoints like kickoff meetings, QBR, surveys etc to report on those metrics to determine the health score and renewals risks via dash boarding.
At Higher Logic we're deploying a pooled Customer Success model for certain customer segments. We're looking for inspiration on how to structure it. Do you have a pooled CSM model? If so, how have you structured it to handle both outbound proactive activities and reactive "hand-raiser" requests as customers need it? Also,…
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…
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