I recently discovered about Enterprise CSMs and while I am still a little unclear about how that role differs from your normal CSM, I was curious about how many other types of Customer Success Managers there are?
Hi All, Im hopeful someone may have a documented workflow or table that outlines the ways in which Product Managers and CSMs work both internally and with customers. Specifically here it would be good if there was something that outlined where PMs roles stop when it comes to interacting with them? I joined a business to…
I'm preparing a longer piece on CS Ops as a whole and would love to add some real stories from you fine folks! If you’ve successfully optimized CS Ops, how did you do it? How did everything look like before you started? Where are you at now? Any insight you have would be very welcome. There's a lot of theory on this topic,…
Hello, I've been putting new processes into place for our company's reference program and we're getting some pushback from the sales department. I'd really love to hear feedback from this community on best practices for sharing our reference contact information with the sales department. Our current process has sales…
Hi all! I have my team sending quotes to customers who haven't responded to any of our renewal automation by a specific date before their renewal. We get a lot of customers responding to the quotes being proactively sent and get some people who just sign the DocuSign right away. I'm trying to automate this, so my team…
Hello fellow CS professionals, I just joined the community and look forward to contributing and learning from everyone here! I'd love to gather some insights from other CS Leaders who are performing price increases at renewal in 2023. Specifically, I'd love to hear how y'all perform the following: 1. When and how do you…
Hi there! Our CS and Support team are working very closely (22 colleagues in total today, and 10 at the same time last year). We have recently moved from Hubspot to Salesforce as our "single source of truth" for most things related to our bigger enterprise clients. For now, only our CSMs and the Sales-team is using SF, but…
Hi ! I am new to the Gain. Grow. Retain platform. I am current an Assistant Vice President at an investment bank and previously in consulting at KPMG. I am looking to transition into customer success and would love to network and learn from all of you.
Hi all, We have several elements of a VOC program in place (surveys, etc.) but I'm looking for a way to bring all of the information together on a monthly basis for our executives and the org overall. Does someone have a template or any resources for how to distill all this information? Thanks!
We want to know what is standard tools used by
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