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 and what should be avoided?
Hi, I would like discuss about how a CSM can handle the renewal phase.🧐 For my side, I contact the client about three months before the renewal date. If the customer doesn't wish to renew, the subject is escalated to the sales representative for further analysis. In your company, is the renewal phase managed by the CSM? If…
Hey GGR community, I'd love some advice! I discovered customer success a few months ago and I've been avidly researching it ever since. I've worked as a 911 Dispatcher for the last few years but customer success ignited a passion in me that I didn't know I had. I'm so excited to say that I just accepted a CSM position and…
I would like to build out a framework for: Value Consultant- at an exec level to define the plan & value across the organization CSM - Deliver and Mange plan Has anyone done this? Was it successful? How did the Consultant and CSM work together to define roles and handoffs?
I'm the Cofounder and CEO of a growing, non-venture backed startup (eWebinar). I say non-venture backed because it's important to note that we don't have much resources, and every dollar we spend has to be super intentional. eWebinar is a self-service, low ARPU ($50-250/month) SaaS solution. We're a super small team and…
Hello All, My team is launching a fully digital onboarding and engagement process for our small market clients, and we are going to be leveraging Zoom Webinars, coupled with Salesforce and ChurnZero to drive adoption with our small market clients. Where I'm struggling is with the mechanics of how to track who signs up, who…
Hi Folks, I started a new role recently and am doing a re-build of the CS org. I've done a segmentation exercise and am now turning to mapping out what the engagement cadence should look like per segment. I thought I'd throw that out here for some inspiration and check if anyone has something best practice they like to…
Hi All, I'm researching in-house Strategic Advisory teams within our organization. To be clear, these are not product advisors rather people that have worked in the industry that we sell to - i.e. customers. The reason behind this is that although we have brilliant CSMs, they are not from our customer base and therefore…
Hi everyone, This question is really geared towards a less mature growing/scaling CS organization within a business... What resources/templates have you utilized to build your customer journeys? Cheers, Grant
I had an interesting conversation with my CEO last week and have been thinking about this a lot. He asked me - long term do you see customer success living under Revenue or Operations? CS for us is onboarding, training, CSMs, customer service, etc. all living under the CS umbrella. We own renewals, upsells, downgrades, and…
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