One of my long-term goals for our CS team is to launch a Customer Advisory Board, but it isn't the immediate priority. To kick things off, I'd like to host some sessions with our clients by vertical. * Has anyone hosted smaller sessions with a group of customers to allow them to meet each other, discuss best practices,…
Good morning all! Our next Office Hours registration links have been posted under Events. Haven't registered for the entire series for your role yet? Take a moment to sign up for this month's events or you can sign up for all events at once! * CS Ops event will occur on Thursday, February 17 at 9am MT. Learn more and…
Morning everyone! We currently have a gap in our company of who manages delinquent churn, invoice collection, cancellation calls etc. We are a small (ish) team in New Zealand of 21 people so currently, this sits between accounts & the customer success team. We are aiming to move this process out of the accounts team and…
Hi there, Is anyone using Atlassian Service Management as their customer support portal? We are looking to switch over from Team Support so that our KB and our support portal both are under the Atlassian umbrella. If so, can you share a little bit about how it's going? What software you switched over from (if applicable)?…
Hi all! I´ve been trying to wrap my head around how to deal with "zombie" clients: those who signed a contract and bought a product, but do not use it. I have noticed this is not due to a lack of understanding of the value the product can generate to them, but to undefined ownership: nobody really wants to take ownership…
Hi folks, I've been hearing about 'office hours' and would love to hear your experience to better understand how we could make this work for our customers. Is it a regular open Zoom where anyone can just stop in with product/technical questions? How do you prevent it from being monopolised by one Customer? Or turning into…
Looking for ideas on what sort of information to discuss or questions to ask during an introduction phone call. This call is not scheduled and is mostly to introduce myself and gain a little more insight. Our client-base is harder to schedule dedicated time for a call or meeting, this is after I've sent an intro email.…
Hey guys, Wondered if anyone had any tips for trying to familiarize with commonly used CRM and CS platforms like Salesforce, Gainsight etc? Many of the CSM job postings I see ask for candidates to have working knowledge of this tools, and I currently have limited experience using them at this point, so would love to learn…
Hi All, I usually take notes that I share with attendees as well as any action items and next steps. Curious to see if there are any meeting collaboration tools / templates any of you all are using that you find helpful? If so, why? Currently, I use Fellow to manage my meetings and send meeting notes to ClickUp but the…
I've spent almost two decades in state/local government and 7 months into a role with a SaaS company - actually we have two divisions: hardware and software. The hardware side has been around since 1980 with software being fairly new (last few years). Our organizational structure for software is just starting to grow and…
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