Hi all, I am transitioning to a formal Customer Success role at a startup with less than 10 employees, so you can imagine there are a lot of bases to cover! We currently use Zendesk Support and Sell alongside an avalanche of Google Sheets and Docs to manage everything. I'm hoping to get some guidance on tools that I can…
Hello! I am privileged to be one of the founding members of the CS organization and am in the process of building out our organization's operational plan. Part of this plan is introducing the idea of Success Plans to the organization. Introducing Success Plans to new customers is a pretty straightforward concept and I…
I am working on refining renewal strategies and adding risk identification and management. We have many different kinds of customers, each with a slightly different renewal process in place. One size will not fit all. I am adding a risk identification and management strategy and know the obvious data driven signs of risk:…
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I'm trying to find new ways to engage with executives since they're so busy! Has anyone tried leaving video or audio messages via email, like sending a recording of yourself to introduce? Let me know what you think!
Do you have an SLA for community posts? One that you share publicly? In my experience we had a one business day expectation response time that we almost always exceeded. For simple issues it might be linking to a knowledge base article, or even another thread that covers the question. For more complicated issues it was an…
Reaching out to you if some of you have ideas or suggestions on automation of nursing flows. We have created persona's and approval of teams and customers to email them. the idea is to have a monthly touchdown to inform them on events (deep dives/workshops etc.) and if they could name 1 topic or issue that is keeping them…
I am working on building up a new CS Team which includes CSM and CSE roles. Our CSE role will be helping to complete additional implementation work after the initial onboarding work is complete. I am curious if anyone uses a particular scheduling software or project management software to schedule customers for project…
Full process template for a case study interview, draft guidelines, and approval.
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