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
Has anyone designed or built a partner success programme? Would anyone like to have a chat with me about the must dos, don't dos, play books and how to navigate the pitfalls of changing the status quo? Fun stuff!!!!
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 best examples of company's that have done this successfully? Many thanks Steve
Hey! anyone else out there have a great health (green, yellow, red ) workflow for a SaaS product customers use daily?
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 manager's performance as well as the company's overall performance with onboarding new clients. Given this, what (quantitative)…
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 per what I have seen so far is a wonderful community with a combination of knowledgeable professionals and people willing to…
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 you build your relationship? How did you prepare to have the talk about business instead of usage? What was the most complex…
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