Hi everyone, I would need your suggestions on setting up a new onboarding process for an SB SaaS product. As of now, we are conducting 1-1 trainings and onboardings. Are there any Onboarding platforms that we can use to set up trainings. Please suggest
Has anyone designed or built a partner success programme? Would anyone like to have a chat with me about the must dos, don't dos, play books and how to navigate the pitfalls of changing the status quo? Fun stuff!!!!
I'm the Cofounder and CEO of a growing, non-venture backed startup (eWebinar). I say non-venture backed because it's important to note that we don't have much resources, and every dollar we spend has to be super intentional. eWebinar is a self-service, low ARPU ($50-250/month) SaaS solution. We're a super small team and…
We're continually recording podcast episodes... * The impact of your words w/ @Linda Matthews* Relationships are built on a foundation of "words" - those matter in times of excitement and in times of stress, Linda mentions a few ways she coaches her teams on those scenarios * The SaaS business model w/ Richard Owen* How…
Hi all, I am in CS at a high-growth start-up that works with Fortune 500 clients and currently has a very high-touch CS model. Our CS team is growing as rapidly as our client is, which has led to needing some account transitions over the past year. Some of the transitions are needed because individuals that were in IC…
you were coming in as a CS Leader with a team of 4 CSMs with no formal processes, and the CEO wants to reduce that churn rate, what would you set as your mutually agreed measurable goal that sets the tone as your first quarter as the CS leader? Some background: 30% churn expected in the next 90 days. 60% customers are on…
Hi All, Wanted your opinion on whether your companies use shared slack/teams channels with your customers in order to interact and collaborate together? In particular, I was interested in the below: - Do you use shared slack / teams with your customers? - What % of your customers are on shared slack/teams? - What are the…
When you communicate with your customers do you include hyperlinks? Or do you include the URL directly? Google or https://www.google.com/ ? Or a combination? I am a proponent of always using hyperlinks. Users understand what they are and do not need the URL to spell it out for them. Hyperlinks look more professional and…
Hi guys, I am a CSM Team Lead based in HK. Up until today in my team, we have no way to reinforce the CSMs when a client renews. Winning takes effort and sweat so we need to find a way to: * Motivate them, feel valued and recognized in the company * Help them prioritize their goals as CSMs * Perceive client expansion and…
Hello Everyone, I was wondering if anyone could advise where to obtain a CSM certification. Thank you Salley
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