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 ho…
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 a…
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 pri…
What types of things have you done to market / brand your Customer Success org - both internally within your organization and externally with customers?
Hi All, One of my new year resolutions is to be more engaged in the GGR community so I can continue to learn what people are facing daily in CS. What have you personally set as your CS new year's reso…
Hi guys! First time poster, so please tell me if this isn't relevant, but at FileInvite we have Support under CS and I'm trying to free my CS agents up as much as possible, from doing support, or fron…
I have seen a few posts on here regarding how do people support low touch/no-touch customers. Below I have outlined some quick and low-cost methods of doing this. * Customer Webinars on specific topic…
Does anyone have a Customer Success Playbook or Framework? Basically a document that goes over the CS department runs and covers things like:* CS Philosophy * Framework for QBRs * How to do upsells an…
Several years ago Nick Mehta wrote about the ten laws of SaaS (see below). I would like to understand how different CS leaders are informing the collective organization (e.g. marketing, sales, product…
Hi All, Are there any creative ways to engage clients that are none responsive? I would love to hear how you and your team reach out as a CSM in creative ways and if you get the other teams involved? …
