I am looking for advice and experience on how to manage the following types of communications: Uptime/downtime notifications for routine planned maintenance Uptime/downtime notifications for unplanned maintenance/events Product update information (service pack updates and new releases both major and minor) Informational…
Implementing, learning, and obtaining value from your solution is a novel experience, meaning customers face a lot of uncertainty along the way. You, however, have the experience deploying your solution many times with many different customers. As a result, you know what works and what doesn’t, and you can reduce their…
Nick Mehta the CEO of Gainsight recently said something to the effect of "if you're working an account you should know 5 people there." Let's say you're about to go into your first call with a client and the person on the other end is "the main user", the "power user". Let's also say the org purchased online w/o much of a…
In the realm of Customer Success, the quest for revenue generation goes beyond mere retention—it encompasses a holistic approach to nurturing customer relationships, driving expansion opportunities, and securing renewals. At the heart of this endeavor lies the LAER framework: Land, Adopt, Expand, and Renew—a strategic…
I am working on overhauling the cancellation experience/process and wonder how you handle them? How does your customer cancel? Do you try to save every cancellation? How do you manage renewal notifications? Do you have an automatic price increase baked into every renewal? My model for cancellations is Apple. When you…
Starbucks’ CEO did a lengthy stint as a barista. Uber’s CEO took to the road as an Uber driver. Is this because they both happen to be such curious people with extra time on their hands? Probably not. There had to be a compelling business reason. My take: These CEOs became extremely concerned that their respective…
Hello All, I'm new to my CS Ops Mgr role and I'm trying to think of the most efficient way to connect our Product team into customer meetings with the CSMs, which are held on a regular basis. This is so that they can hear the feedback from the customer and ask questions directly, and it appears to have proven successful…
What are the biggest business pain points for you at the moment as saas companies?
Take a moment to share a bit about yourself in this thread. Sometimes as groups grow, it becomes harder to know 1) who is in them and 2) who is new. This will be a helpful way to bridge that gap! You can share a bit about your role, what brought you to this group (what are you hoping to get out of it), and something about…
Hi everybody. Is anyone aware of a CS focused recruiter that can help me track down my next dream job in CS? Currently a Customer Success Advisor for a cybersecurity company have been doing CS for the last 8+ years with cybersecurity companies. Thanks in advance!
It looks like you're new here. Sign in or register to get started.