Hi all! We recently resegmented our accounts for CSMs at my SaaS company. We moved some into an SMB reactive bucket. There isn't an assigned CSM on these accounts. They have someone assigned to make quotes for them, but that's it. The question we're having is what is the best escalation pathway and who handles these…
Hi CS folks, I am working for SAAS company where we are working with many large enterprise customers in different industries that are using our product at some of their sites. For context, we are a 360° conferencing technology that can be used for remote collaboration/ audits/ inspection/ site tours at a facility or…
Hi all! I work in a high volume, low touch segment of CS. We're going to start sending quarterly usage reports to let customers know how many users have logged in and used, along with resources to increase usage/adoption. We have quite a few accounts with 0 users logged in. CSMs don't have the bandwidth to reach out to…
I have got a question around working with SaaS Enterprise software customers and would like to hear some feedback from other CSMs working in the same space. In the organisation I work for, Customer success is executed via customer success plans (CSPs), customers pay for in advance. Usually, the scenario is that once the…
Hey community, my company (B2B SaaS, software to manage company car fleets) is thinking about setting up a benchmark for our customers based on product data that we have. Our customers all run car fleets but nobody has the overview across fleets as we have because we have data on how 1000+ of them are run by our customers…
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…
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