Question to the group: our team has long struggled with setting/maintaining a QBR schedule with our strategic customers. I've long held the position that in our industry (the nonprofit sector) they are essentially pointless; as IT staff and other key decision makers are typically overwhelmed by other work-related duties…
Hey all! We are doing a re-org in 2023 and I wanted to get some advice from others here. Does Customer Success live in Operations? Revenue? Or Both? Historically we have never had an Operations department, this all lived under Revenue so we are trying to figure out how to split it up. Two things in reality: 1) SMB…
Hi all! I'm new to the GGR community, and I'm happy to be here! I work for a small consultancy that specializes in building + maintaining a data stack for clients. With a background in SaaS customer success, I've been working on outlining a formal client success plan for the company as we continue to scale. I'm wondering…
Hi everyone We are looking for ideas on how to change the focus of our csm's to increase adoption while still keeping (mostly) their current behavior. Some background: When it comes to customer use cases, we have use cases that generate revenue, and some that don't. We want our CSM's to focus more on those that do generate…
I'm trying to find new ways to engage with executives since they're so busy! Has anyone tried leaving video or audio messages via email, like sending a recording of yourself to introduce? Let me know what you think!
I am excited to be starting a new job at a company in a few weeks. I will be overseeing the post sales team and inheriting about 8 people. This is across customer service, onboarding, training, and CSMs. What do you think I should make sure to accomplish in the first week? First month? Learning will of course be a major…
Does anyone have experience with customer health scoring for a DTC digital health product. I am trying to determine the best approach to calculating our subscriber health score (for a digital health fitness product) particularly around reducing member churn and would love to pick someone's brain about this topic!
Hey all, I wanted to gather some feedback here around creating strategic account plans. I find that Success (& our sales partners) is often reactive rather than proactive and we are beginning to think about how to create proactive account plans for our clients (i.e. only come up with a game plan/strategy when there's a red…
We have had customers want to retract their PS services because of the technical knowledge and support their T-CSMs can provide. How should technical CSM teams handle the boundaries between Professional Services and CSMs? What is the best way to ensure our T-CSMs aren't negatively affecting revenue if they are technical…
My boss has challenged me to contribute strategically in my role leading the customer success operations team. Searching for inspiration, I came across a table at https://www.smartkarrot.com/resources/blog/customer-success-ops/ that I adapted to what I aspire for our team. I'd welcome pointers on my journey to more…
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