Hello there I am looking at designing a premise to cloud migration strategy for our large premise base. Does anyone have ideas they can share? Also what are some of the lessons learned and who are the…
Hello. We are looking to include the post-onboarding CSAT score as part of the onboarding team's bonus calculation. I want to make sure that the questions we ask give us an read on the onboarding mana…
Hi All, I am wanting to introduce an SLA moving forward and was wondering if anyone had any great tips of what to include or better yet, a template or good example?
Hello everyone, Hope you're having a great day :) My name is Bayron, I'm from Costa Rica and recently moved to Germany to start a new stage of my life. A good friend of mine recommended me GRR and as …
I would like to know if you have had this evolution in your work as a CSM: to move from your "end-user/mid-level" interlocutors to "executive-level customers". How did it go for you as a CSM? How did …
I feel like this topic may have been touched upon earlier but I can't find the exact thread I am looking for (maybe I am wrong and it hasn't) - so I apologize if this is a repeat. I am wondering how o…
Hi everyone! I'd love to connect and learn more about what other SaaS companies are doing for their CS Operations team and see how I can be of service. For those in CS Ops/CSM roles - What's your prog…
Contact hygiene is a beast isn't it? I'm curious to learn from others how you automate contact hygiene reminders or the verification process you have CSMs/AMs go through to OK NPS recipients.
Looking for advice on the best way to incentivise and reward your customer success managers and team leads. Ideally something that is simple and transparent for the CS function to follow. What works a…