We've got a CS Leader who's in the midst of building much of customer success from scratch. Looking to leverage this community to see if there are tools and templates that can be useful as this leader gets started on their way. So Community. What do we have that we can share?
Hi everyone! First-time-post over here! I am debating with myself on how to structure upcoming success plan sessions with customers. We have a bunch of new customers that have joined during the summer (yay!) and the coming months will be full of onboarding and success making. I have two choices in mind on how to structure…
Has anyone built an escalation steps document? I need to create a document in which I identify risk factors/flags, what's the impact of that flag, how handle it, how we mitigate it and success criteria. I have searched all over the internet for a template to build off of but most are support focused and not CS.
Would love to hear from companies that have a single CS team supporting multiple product lines and how you define engagement model across areas of the product.
Hi all! I am new to the platform and was told to join the community by a fellow CX individual. After reading many articles and books on CS ( I have been in it for about 3 years now ) I keep reading and hearing about the importance of mentors, but not how to get them. Any suggestions?
Hi all :) Happy Thursday! I recently initiated a task to align the WoW in our Customer Success Teams. One of the things, that I am looking into is the way the CS teams work with account plans. In that connection, I would like to change the name "account plan" to something less "salesy". It is important to mention that I…
I am working on building up a new CS Team which includes CSM and CSE roles. Our CSE role will be helping to complete additional implementation work after the initial onboarding work is complete. I am curious if anyone uses a particular scheduling software or project management software to schedule customers for project…
I am in a new role of Customer Success Coordinator to provide support and strategy to the team. What kind of help in your CS roles would you like more support in? Things I can do to get trust from the team as we move in this new direction. Thank you
Hey GGR family. I have been solely focused on CS Enablement for the past year plus, and it seems almost weekly I connect with someone in the field who is just entered a CS Enablement role or is thinking about getting into it/starting it at their company. However, I always get the same question: "Where can I learn more…
Hello everyone, I have had a hard time finding ways, without a CRM, to keep track of those clients who are waiting for functionalities that we committed to letting them know when they will be released. We don't do it always but sometimes we are in a meeting with an important client who needs a specific feature to…
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