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…
Hello everyone, I wish you all a nice day! I have a question that has been in my head for a while now. Although, in the company I'm working at right now, we are in baby steps when it comes to CS. The good part here is that we are currently laboring on a CS framework. But wanted to hear your opinions about: When is a god…
Hi all, Great to be part of this community. I'm looking for some advice/general understanding from anyone who has worked in a CS department that sits in a service-focused company as opposed to a product-focused company? It'd be useful to know the extent to which you've gotten involved in delivering the service (again, as…
Would love to hear from other folks who work in a hardware/software business and charge for professional services for onsight implementation services and project management work. How did you think about building the SOW/contracting, what costs were passed through to customers, and how is that structured in the contract, if…
Hi I am happy to have this network to lean on. I manage a Client Service team at a programmatic agency. We manage digital campaigns not a SaaS product or software. I am trying to craft a comp plan for the team that will reward them for upsells. Currently, there is nothing in place as CS is a new department for the org. CS…
Hi Everyone! First time here and also first time as a CSM! I'm not quite moved into the role yet, but there are some moving parts, and i'm so so excited! If you are willing, I'd like to hear any stories, tips and ideas for success in this role.
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