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…
Hi Leaders- It seems like CS is always left to defend themselves against competitors selling into their customers. I'm curious who creates talk tracks for you against you competition? Does your sales enablement team help you? Do you do it yourself? Do you feel supported by your organization to fight back against…
We can all agree that when a decision-maker/executive sponsor leaves an organization it can be somewhat of an uncontrollable factor for churn. While we have some strategies in place, I would love to connect with anyone dealing with this same thing, or who has put checks and balances in place to address this situation. As…
I am trying to compile a list of CS productivity hacks, tools, or tips you might have .... Figured out a way to organize your customer emails in Gmail so you don't get overwhelmed? Please share. Have a cool (free) chrome extension that has made your life as a CSM (or CSM leader) infinitely more enjoyable? Please share.…
I need advice on how to reduce QBR no-shows. Most CSMs in my professional circle struggle to have clients attend their QBR meetings-or any other meetings in general. It takes a lot of time and effort for CSMs to get the clients engage to give them feedback or take part in surveys, perhaps because most customers perceive CS…
you were coming in as a CS Leader with a team of 4 CSMs with no formal processes, and the CEO wants to reduce that churn rate, what would you set as your mutually agreed measurable goal that sets the tone as your first quarter as the CS leader? Some background: 30% churn expected in the next 90 days. 60% customers are on…
Hi All, Wanted your opinion on whether your companies use shared slack/teams channels with your customers in order to interact and collaborate together? In particular, I was interested in the below: - Do you use shared slack / teams with your customers? - What % of your customers are on shared slack/teams? - What are the…
Depending on what company folks come from, I've noticed that there are slight variations in how people define different roles. Curious to crowdsource and ask here: How do you define a Customer Success Manager (CSM) role vs. how do you define a Technical Account Manager (TAM) role? What are the key differences in…
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