Hi There, New member from this community. How do you ensure that CSMs are engaged consistently in large deals and the CS perspective is inputted prior to the sale?
Hi there! Our CS and Support team are working very closely (22 colleagues in total today, and 10 at the same time last year). We have recently moved from Hubspot to Salesforce as our "single source of truth" for most things related to our bigger enterprise clients. For now, only our CSMs and the Sales-team is using SF, but…
Hi ! I am new to the Gain. Grow. Retain platform. I am current an Assistant Vice President at an investment bank and previously in consulting at KPMG. I am looking to transition into customer success and would love to network and learn from all of you.
Hi all, We have several elements of a VOC program in place (surveys, etc.) but I'm looking for a way to bring all of the information together on a monthly basis for our executives and the org overall. Does someone have a template or any resources for how to distill all this information? Thanks!
A portion of our business is moving from an assigned CSM to a pooled CS model. I'm curious to hear from others that have gone through the process and what the communication was to customers regarding the move. If you have examples of messaging that worked and ones that didn't, I would appreciate the help.
We want to know what is standard tools used by
Hi GGR community! As a CSM, I've been an IC for the my entire career in Customer Success. As I am looking to progress in my career, I am debating what path I want to go through. I love helping others achieve their goals and coaching them towards those positive outcomes, both customers and my team whenever I have the…
Hi there! I'm helping to build out the risk management process at my company. We use Gainsight as our CS tool. Right now - what I'm thinking is: * CSMs surface up risks through a "CTA" (just think of this as a way to flag to managers and themselves) * Once per week, CSMs provide account risks for high ARR accounts *…
Hi All, Long-time lurker, first time poster! I'm looking to grow my Support and CS teams offshore to help with timezone and scaling challenges. Does anyone have any recruitment agencies in India that they've worked with and would recommend? I'm looking to hire full-time employees in India versus contractors or a service…
Hello ! I am in the process of laying down the foundation for a CS team within a new SaaS offering of a larger 3PL logistics corporation; it's complicated! We have direct customers, partners-as-customers, channel customers (what I'm calling the companies who come to us via a partner and the partner is key to the…
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