For onboarding what is your most successful digital strategy? I have onboarding messages via an automation CSM tool in place that are very specific to the administrators and a super simple new user onboarding single message. There is a series for admins, up to five, and the stats show me the results vary, greatly.…
Hey there! We've just started creating success plans for customers. However, these documents are not shared with the customer. Should success plans be shared with the customer or not?
We're rolling out a new digital approach for our SMB clients soon and I'm debating on whether to direct clients to a new generic email address (success@abc.com) or to a real person's email address (bob@abc.com). We're going to be clear about what they can expect from this person, but I wanted to get some feedback on which…
I'm am looking to move a portion of my team and our customers to a pooled CSM model. I am wondering what tools you've used to help assist customers? I am looking at intercom and I am looking at Front app for a group inbox that the team can work out of. Would love to hear what other people have done to achieve this?
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Customer Success Meetup in San Mateo happening on March 13th. I'd love to see GGR #representing! Sign up: https://lu.ma/sfbaycs Open to all CSPs Free food/drink We hope to see you there!
As we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or…
Hi All, first time poster here :) I am in the process of building out Customer Success at our business which is a Series A start up with no prior CS function. I am about to start to build out our renewal playbook however would love if someone has an example to share with me to firstly validate my thought process so far but…
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