Hi GGR community! I'd love to crowdsource some general opinions and approaches to reassigning accounts when a customer requests it. This hasn't been a common occurrence with my customer base to date, but we've had enough instances lately that I'd like to put together a framework for the team managers. Generally, what are…
Hey GGR community! I'm curious if we have anyone that's a CSM to federal agencies? I would love to get some insights with FEDRAMP and best practices pertaining to this.
The market and financial fluctuations impact your customers, and it is important that you identify any risks to deals or renewals and create a relevant POV to create effective messaging and engagement. An example for increasing your knowledge without having to become a financial expert is using ChatGPT prompts to see if…
Hi everyone! I’m new to the GGR site and looking forward to sharing ideas. I have one question to kick things off. I’ve been at my current company for 5 years, and we have a revolving door of General Managers. Our current GM is clueless about what a CSM does. We have to keep defining the role of Customer Success for him,…
We are planning virtual sessions for our community members to learn best practices for use of our technology and network with their peers. I’m curious how other organizations support networking for their community members. I am also wondering how other success organizations measure if the client networking session was…
Look no further! LinkedIn has recently released a Professional CS Foundations course, and already 200 professionals have completed it! Endorsed by ChurnZero (one of GGR's terrific sponsors!), it takes you through 6 hours of courses such as: Building Rapport with Customers Sales: Customer Success Onboard New Customers for…
We know that equipping our customers for strong product adoption during implementation, onboarding, and beyond is critical, especially for those in the high ARR category. But how do you do this in an age where resources are limited? You build out a content center that is second to none! Share some ways content is making a…
Is anyone using an assessment during the hiring process for a new CSM? Our company uses assessments for other roles but I am looking for one that is specific to a CSM role.
This week, @Julie Fox joined the GGR Office Hours to talk about the importance of memorable customer experiences along the entire customer journey. Would love to hear your thoughts on the following: Clearly CX, is bigger than a single team.... how do you work cross functionally to ensure a consistent experience? Share…
Hello there, I am reaching out to tap into the collective wisdom of this forum regarding strategies for improving customer retention rates in SaaS companies. Our company has been facing challenges in this area; and we are keen to implement; effective solutions to ensure long-term customer loyalty and reduce churn. We have…
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