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…
Hey All, I'm looking for some resources to help build a framework of questions and tactics to help our CSMs expand within their portfolio. I'm hoping for a little more beyond "Who else would your organization would benefit from this product?". Every industry is different, so having some general guidance as to how to build…
Hi all, Question for people who have pivoted. I have experience that heavily overlaps with CS responsibilities, though no recent CSM title, and the struggle to get a hit from CS applications has been mighty. I recently obtained my level 1 certification to help increase the appeal of my resume. My curiosity is is it wiser…
Hello, What are some processes, systems, or approaches you have found helpful when making a transition to a new company? I have all these ideas in my head of what I want to do, but I don't want to step on anyone's toes, and I don't want to come in and suggest a ton of changes. But without suggesting changes, etc., how can…
Hello, As we're all aware, it's been a tough market out there this year. I am struggling to get my foot in the door and am starting to question if perhaps there is something in my resume, whether format or content itself, that is potentially serving as a blocker. Does anyone in the community know of helpful resources that…
Is anyone here wiling to share a success template? Also, how did you measure that the introduction of a success plan really improved the relationship with the customers? Will you, as of today, till recommend using a SP?
Hi Everyone, I hope that you're doing great! I've worked as an Editor/Proofreader in the advertising and tech industries for the past few years and am looking to transition into Customer Success. I just had 2 questions in case anyone here can lend some advice: 1) Where can I find the best Mentorship opportunities for CS?…
Hey! I am helping build out our Digital CS at my company. An issue we see time to time on lower-tier customers is they don't have money to buy PS to help build/enable something and it's not a break/fix issue that Support can help with. What are resources and material you have in place besides product training that help…
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