Hello Community, Do any of you have experience building out Customer Success where your model is 90% Channel vs 10% Direct? I'm interested in building out a Playbook for Partners to follow as the delivery of the CSM function. Also, I'm thinking about how Partners would be compensated for the success of their customers. I…
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Bridging the gap between Sales and Customer Success: How can you align efforts and drive Customer Success as an ongoing sales motion?
Hi all, Wondering how you all compensation Success Operations lead/team members? I can't seem to find much online. My gut is team NRR + goal achievement.
Hello, GGR Community! I've read the many past posts about what interview questions you may be asking of new CS candidates but I'm flipping the script a bit here: I'm headed into 3rd and final round of interviewing for a new VP of CS role. Super excited! I think I've been very thorough with my interviewee-posed questions…
Hi all, I'd like to propose some changes to our CSM compensation plan for 2024. Last year we issued 2 bonuses each half based on NRR. I discovered that if a sales person helped land an expansion or an upsell for one of their accounts, the CSM coasted the rest of the year. This was the first year we implemented a bonus and…
"When you say 'CS' that's a naughty word. So I don't believe in customer success. Because what does customer success do in most companies? They are basically either renewal people or they're guiding the customer around to how to use the product. But if you ask the tough of customer success, can they sell the product? No.…
We all know NRR and GRR, NPS and CSAT. We also know adoption metrics. If you were to remove all of those as options and needed a different metric to show the impact of CS both with customers and internally to executives, what suggestions might you have? I was asked this question today and I came up with a few below ideas.…
Is there a difference between Digital Customer Success and Customer Education, and do you need both? *Remember, join the conversation to receive a limited edition badge and a chance to win a gift card!
I've noticed that the posts and jobs I used to see in LinkedIn have essentially vanished. Poof! The AI-powered LinkedIn algorithms have determined that my new role as Director of Customer & Product does not deign me receive nor see posts or jobs about 'customer success'. This is probably because the word "success" is not…
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