Are you currently a CSM? Take a moment to participate in a confidential survey that will allow ChurnZero and SuccessCOACHING to let the world know how you feel about your job…what would make it better, what brings you joy, and what stresses you out. The survey results will be shared out during CSM Appreciation Week this…
I recently started a new role and lead the scale initiative, including strategic lifecycle touchpoints, primarily through campaigns in Gainsight. The first thing I did is reach out to all key partners (marketing, sales, product, support, and training) to make sure they know what CS is doing, are familiar with the…
I think we can all agree that customer success is evolving quickly. One topic that has been discussed quite a bit is the idea of self-service or "customer led". Candidly, I feel a bit conflicted. - As a SaaS buyer/user - I love the idea of a product and resources that I can seamlessly use without having to add more…
I am interested in the ratio of CS members to customers your company currently has. What automation or processes do you have to support this? I am looking at assigning 150 customers per CS member, but have little automation supporting them. We may need to have this bump up to 200/per person in the next few months. Right…
Hi! I started a new role recently and am now using Gainsight. I used it for years, as a CSM, and will now be developing and implementing campaigns and have access to Journey Orchestrator. Previously I was doing the same thing in Totango. If you are/have used it would you be willing to share with me tips and tricks?…
Several CS thought leaders have opined that CS professionals should spend up to 30% of their time writing content. I am curious about: What type of content should CS professionals write? For whom? How should the content be distributed? How should it be maintained? How to determine how much content should be delivered and…
With more than ten years in Customer Success and rebooting a program from scratch and fresh to a new role, here are some of my lessons learned on how to start (or restart) a successful digital program. 1) Do not call it scale, tier three, digital touch, tech touch or anything that brands it low value, low cost, and…
Recently, there has been more discussion around combining the roles of account management and customer success. One of the supporting statements is that no one is better to buy from (sales, AM/AE) than a trusted advisor (customer success, CSM). This runs counter to the historical argument that CS needs to stay ambivalent…
Community, Who has experience or best practices around both the CSM's and CAM's working under the Customer Success umbrella? * Customer Success Managers - responsible for onboarding and customer health * Customer Account Managers - responsible for the renewal motion and expand/AE liaison on cross sell Looking for other…
What would the entire buying process look like from "I don't know about this company" to "I am purchasing services from this company"? What is your company doing and how many employees it has?
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