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…
Hey Everyone, I was tasked with building out an implementation playbook for new customers, which will be used during the onboarding process. Our implementation team is fairly new so this will be built from the ground up! What are some key playbooks that you've used frequently or seen the most success from?
Full process template for a case study interview, draft guidelines, and approval.
We have decided to segment our customers by high touch vs tech touch. Up until now, all of our customers have had their own account manager. [We will still have an account manager for the tech touch segment but only for escalations]. Any tips on how to explain to customers that they won't have an account manager assigned?…
Gain, Grow, Retain Community, I am happy to be here! I recently started a role focused around Value Realization Strategy to solve a challenge around consumption of technology. I've spent last year at a SaaS startup breaking into the "Customer Value Management" Market, focused on value throughout the customer journey. From…
Hi everyone, I would need your suggestions on setting up a new onboarding process for an SB SaaS product. As of now, we are conducting 1-1 trainings and onboardings. Are there any Onboarding platforms that we can use to set up trainings. Please suggest
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