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?
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 resolution? Best, Christian
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 front of house activities. Therefore we are looking to outsource support for what we call tier 0.5 - basically anything that can…
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 topics- Each month a CSM could deliver a webinar on a specific topic or product * Open office hours, A dedicated time once a week…
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 and account expansions * Standard for responding to client questions * Metrics CSMs are evaluated on * Etc. Basically…
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, finance) about #1 and #2? Specifically: How do you manage your ICP & what's the size of your company?
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