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…
I thought this question had been asked already but I can't find it. What are the main differences between a CSM and TAM? I have a meeting monday with my manager to discuss my professional development plan. Currently working as a CSM, but part of a new team that is just getting organized. There are parts of the job I really…
We're continually recording podcast episodes... * The impact of your words w/ @Linda Matthews* Relationships are built on a foundation of "words" - those matter in times of excitement and in times of stress, Linda mentions a few ways she coaches her teams on those scenarios * The SaaS business model w/ Richard Owen* How…
Hi all, I am in CS at a high-growth start-up that works with Fortune 500 clients and currently has a very high-touch CS model. Our CS team is growing as rapidly as our client is, which has led to needing some account transitions over the past year. Some of the transitions are needed because individuals that were in IC…
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