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?
My company is going through a transition where historically our CS org was more of a high-touch consultative program in support of a SaaS application but now going to a more tech-touch true SaaS motion and fewer consultations. With that said this transition will happen slowly over the next 6-8 months. In the meantime, I'm…
Do you have an upskilling strategy for your CSMs? If yes, I’d like to hear your take on how to do it right. Our recent podcasts and webinars all had discussions on how important sales skills are for CSMs this year, but there’s not much out there about the best way to level up those skills. Thanks! 😁
Hello, I have been a director of Customer Success for multiple years, and I am looking for a VP of Customer Success or even a CCO to be my mentor for career improvement. I am an expert in the SaaS field, and I have worked in the e-learning industry since 2010. What would you recommend for me to find one? Please contact me…
Hi! Has anyone ever done a post-QBR survey to customers? I'd love to gather customer feedback on the EBRs to see how we can improve them in the future. My thought behind it is wanting to make sure our customers see the value in the QBRs and continue wanting to schedule them. I also think this would help inform strategy…
For those who have Customer Onboarding Engineers and Professional Services Consultants: I am very interested in hearing about how your organization approaches assigning resources to new customers. For customers who purchase PS, do they also receive a Customer Onboarding Manager/Engineer at the same time? Do you find that…
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