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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Hey everyone - Looking for some good 'ol fashion brainstorming. I'm going to leverage a feature from Gong (records calls) where we can input expressions that customers say that could highlight potential churn. Ideally, these are expressions that would trigger early warnings (not customers simply asking to cancel). >Various…
Hi all! I'm looking to send out some feedback surveys to the front-line users of our product to then share with the key stakeholders in our annual review so that they can better gauge how their teams are interacting with us. Has anyone tried this in the past? If so, how did it go? What questions are more likely to get…
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