When you communicate with your customers do you include hyperlinks? Or do you include the URL directly? Google or https://www.google.com/ ? Or a combination? I am a proponent of always using hyperlinks. Users understand what they are and do not need the URL to spell it out for them. Hyperlinks look more professional and…
Hey All! I'm building a new CSM team within our organization to focus on our largest Contact Center customers. One of my team members used to work for one of those customers (has been 1.5 years since they left) and I'm debating the ethics of having them assigned to that customer. The benefits of their DEEP knowledge of…
For those on office hours yesterday, I had promised to share this with everyone. We have found this helpful when doing performance reviews to help our team members identify their strengths & areas of focus for growth. No one can be all these things and it is helpful to know what we do well, where we can grow and where we…
Good Morning, looking to see if there are examples of Executive Business Reviews that you may be able to share (certainly block out any sensitive client information). Particularly looking for the flow and what is key information that you share during this type of meeting.
Hi guys, I am a CSM Team Lead based in HK. Up until today in my team, we have no way to reinforce the CSMs when a client renews. Winning takes effort and sweat so we need to find a way to: * Motivate them, feel valued and recognized in the company * Help them prioritize their goals as CSMs * Perceive client expansion and…
Assume you're in the business of selling peaches. You're well aware that you have the best peaches on the market. And you want to demonstrate it to others. So before they decide whether or not to buy, you give them a complimentary bite of the fruit. Some people buy, some don’t. You figure out a way to persuade more…
Hello Everyone, I was wondering if anyone could advise where to obtain a CSM certification. Thank you Salley
Hi! I am Agustín Segalini from Buenos Aires, Argentina. I am a family physician and a health informatics especialist. I am currently working as the Head of Customer Success at Osana Salud a B2b Saas company focus onAPI-connected healthcare infrastructure to empower the next generation of medical providers with a patient…
I am now one month into my CSM journey. It is eveidently clear that my role is not a traditional CSM role. I am a CS team of one at a Travel Tech Startup. My only real partners are the COO who has 3 other projects more important than my verticle, and a software engineer who has functioned as CS/Support/Tech for a few…
Hi everyone, I'm working on a CSM relationship management plan and would very much appreciate it if anyone has a good template they would could share or recommend. Also, any advise about how to guide new enterprise CSM to penetrate an existing account (high level strategy). Thanks so much! Adi Hila
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