Hi All, Thanks in advance for any advice! My company is a relatively new SaaS organization. We've had a lot of early success and our sales team has been growing rapidly. There is a ton of excitement around the progress the sales team has been making in securing larger deals. This has resulted in a lot of internal…
Hi, First time posting and happy to finally join the community! Here goes... I plan to have a discussion with my CS team on how many follow ups is best when sending proactive outreach. This could be for product adoption, onboarding, etc... In my online research, I have read that 2 to 3 follow ups is typically best with…
Hello everyone, Excited to join this community! Hoping to learn more from everyone so I could grow and improve myself better as a CSM. Thought I could get some advise or to hear any experiences from CS community if anyone of you faced similar situations and how do you approach them?
Hi there, My business runs and delivers B2B demand generation campaigns for some of the biggest tech companies in the world. Right now our sole revenue stream is a Cost Per Lead (CPL) model, where each campaign/project typically runs for around three months. The competition is fierce, however, we regularly get feedback…
Having been working with new CSM's both internal and external one question I get asked is what does the term adding value mean. Below I have listed a few points what value means to me and how I "add value to customers Value for me is the ability to provide a customer something they cannot get/find themselves i.e…
Hi Everyone! Happy New Year! I have been challenged to think of a 3-step process to handle the below scenarios. I would love some insight from the community: - A 3 step process to meet & exceed renewal and churn targets - A 3 step process to increase upsells Thanks so much!
Have you ever sat down and taken note of how many customers talk about your brand in a positive light? You are missing out on a gold mine of marketing currency if you haven’t. But if you have, then how about the different ways you can use their voice to promote your brand? That is the crux of a customer advocacy program.…
I saw an interesting post comparing sales salaries to CSM salaries. I feel like CS is drastically underpaid compared to sales or even presales. It seems as though we should at least get paid as much as our presales colleagues. When do you think salaries will catch up?
Community Members, We're working to gain better insight into how our customer's leverage our products/platform and better articulate the value/efficiency they bring. Today, we leverage a number of primary tools - SFDC, Pendo, Asana (integrated to SFDC) and Salesloft (integrated to SFDC). *Note - we've not yet implemented a…
What types of things have you done to market / brand your Customer Success org - both internally within your organization and externally with customers?
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