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…
Hi everyone, May just started and will surely pass quickly and we will find ourselves at the end of Q2 in less than 60days. I am Curious to know when you start gathering contents and data internally and outreach to your clients Executives to schedule your mid-year Business Reviews? And do your champions help you get that…
Hey GGR Community, In what ways are you helping your customers engage with your organization's relevant content without overwhelming them with marketing-style emails? I have considered putting together a monthly newsletter outlining the upcoming events and content releases but want to make sure it is adding value and not…
Hi All - We're a smaller team (currently 3 CSMs, myself included). As things stand today, our CSMs are directly assigned to accounts in a pretty dedicated and traditional fashion (~75+ accounts per CSM). We focus mostly on SMBs giving us a high number of customers making it not scalable to have a dedicated CSM for all…
I'm curious how other companies compensate their CS teams for cross-sell/upsell opportunities, if at all? We're trying to figure out the timeline after a Sales to CS handoff when CS would get credit for the cross-sell/upsell. Should they be commissioned on that amount or part of bonus metrics? At present, CS is responsible…
Good Morning everyone! I am wanting my team to focus on the way they hold their calls & meetings as a CSM. I have a few team members who have an awesome approachable personality, but as soon as they get on a call they are very 'professional'. When I give them feedback they tend to struggle to find the line of a personable…
I have recently transitioned from a company that was purely recurring revenue to a company that is heavily involved in billable hours. I'd love to visit with Customer Success Leaders at companies that manage billable hours.
Back in 2020, Anita Toth authored a 5-part series on Churn. The first one focuses on Survey Response Rates and can be read here. Surveys are a wonderful tool that help us learn insights about where our customers are at, but many times either the response rate or depth of info is so low it doesn't really help. Anita looks…
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