Hello! I am privileged to be one of the founding members of the CS organization and am in the process of building out our organization's operational plan. Part of this plan is introducing the idea of Success Plans to the organization. Introducing Success Plans to new customers is a pretty straightforward concept and I…
I am working on refining renewal strategies and adding risk identification and management. We have many different kinds of customers, each with a slightly different renewal process in place. One size will not fit all. I am adding a risk identification and management strategy and know the obvious data driven signs of risk:…
Hi all - we're early stage CS and working on implementing automated engagement and tech touch journeys. Can anyone share any resources, best practices, tips, or examples of really effective email templates/formats for CS engagement? Even just principles or guidelines you use. I'm obviously trying to do some research on the…
Question to the community. As I work with customers across a variety of programmatic service areas regarding the deployment of an LMS I find myself wanting to get away from customization and begin using some kind of template(s) for those that are in parallel with various 'marketplaces'. Does anyone know of a good resource…
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Hi all! My company, a series A startup, is working towards implementing our scaled customer segment. One of the questions we're continuously asked (rightfully so) are what our metrics will look like. If you're company is currently operating with a successful pooled customer model, would you be open to sharing what metrics…
I've been thinking a lot about how an extremely focused resource (1:1 to 1:3) could help our largest, most strategic customers achieve their goals and become stickier. Has anyone worked with a model like this? What are your thoughts? I would also love to see any job descriptions for roles like this. I've done some online…
As the new year started, I want to invest in some learnings. I will start by taking advantage of the premium Linkedin account. Does anyone have any recommendations? Any courses a CS professional should take on Linkedin? If not what do you suggest to focus on to expand knowledge?
Hi GGR Community, I am a new CSM (about two months in!). My biggest challenge so far has been the lack of direction given by leadership on the ways to be most productively be spending my time. I think this is particularly challenging because there was no CS in place before I started. So I am implementing systems while also…
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