Hi there! I'm helping to build out the risk management process at my company. We use Gainsight as our CS tool. Right now - what I'm thinking is: * CSMs surface up risks through a "CTA" (just think of this as a way to flag to managers and themselves) * Once per week, CSMs provide account risks for high ARR accounts *…
Hi All, Long-time lurker, first time poster! I'm looking to grow my Support and CS teams offshore to help with timezone and scaling challenges. Does anyone have any recruitment agencies in India that they've worked with and would recommend? I'm looking to hire full-time employees in India versus contractors or a service…
Hello everyone, I wish you all a nice day! I have a question that has been in my head for a while now. Although, in the company I'm working at right now, we are in baby steps when it comes to CS. The good part here is that we are currently laboring on a CS framework. But wanted to hear your opinions about: When is a god…
Hi I am happy to have this network to lean on. I manage a Client Service team at a programmatic agency. We manage digital campaigns not a SaaS product or software. I am trying to craft a comp plan for the team that will reward them for upsells. Currently, there is nothing in place as CS is a new department for the org. CS…
We have some processes in place but I want to transform them into more succinct playbooks. I would love to see some example playbooks that others have created. I know there is a lot I can learn from this community!
Hello everyone, I want to highlight how much I have learned since day 1 in GGR. Could we brainstorm a little about "how to create tiers of customers? I'm going to start a new CS process and I want to start by creating tiers, which is important to have, any tips or best practices? We are going to create the tiers based on…
Hi all! I am new to the platform and was told to join the community by a fellow CX individual. After reading many articles and books on CS ( I have been in it for about 3 years now ) I keep reading and hearing about the importance of mentors, but not how to get them. Any suggestions?
Hi All, I am wanting to introduce an SLA moving forward and was wondering if anyone had any great tips of what to include or better yet, a template or good example?
Hi everyone! I'd love to connect and learn more about what other SaaS companies are doing for their CS Operations team and see how I can be of service. For those in CS Ops/CSM roles - What's your program structure? What's working well? What are your current struggle or challenges that you are facing? Thanks so much!
Contact hygiene is a beast isn't it? I'm curious to learn from others how you automate contact hygiene reminders or the verification process you have CSMs/AMs go through to OK NPS recipients.
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