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…
If there is something strange In your health dashboard Who you gonna call? Hi everyone, Occasionally in the past and more frequently following my promotion as Lead Success, my manager has been using me as a "risk buster" of sort (hence the silly pun). Basically I'm being sent on accounts (in addition to my own book of…
I have been tasked with creating a customer engagement roadmap for our team summit that is taking place week after next. For reference:* Team is very new with little process in place (all being built) * I am very new to customer success That being said, I've started with identifying some strategies that I think would work…
Feedback requested - customer engagement strategies
Hi everyone! This is my first question/discuss I create, so I'm very excited! ? I started my Customer Success Manager journey 3 months ago at a small startup and I'm loving it!!! I'm finding that managing feature requests from my accounts is way different than during implementation projects, as they have a specific end…
Hello! I am new to this Community but have been following Gain Grow Retain on LinkedIn for quite some time. I am on my third stint as a CS leader in a SaaS startup and my current team is 3 strong and growing. We are a (mostly) enterprise solution so high-touch and we are starting 2022 with 32 customers. I have been in this…
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