Hi! I am Agustín Segalini from Buenos Aires, Argentina. I am a family physician and a health informatics especialist. I am currently working as the Head of Customer Success at Osana Salud a B2b Saas company focus onAPI-connected healthcare infrastructure to empower the next generation of medical providers with a patient…
Hi everyone, I'm working on a CSM relationship management plan and would very much appreciate it if anyone has a good template they would could share or recommend. Also, any advise about how to guide new enterprise CSM to penetrate an existing account (high level strategy). Thanks so much! Adi Hila
We're heading into peak summer here in the United States. @Matt Myszkowski had a brillant ice-breaker yesterday on CS Leadership Office Hours. "What song depicts your day-to-day life in customer success?" The responses were amazing... Mo Money Mo Problems Little Lies Happy So we turned it into a Spotify Playlist... If you…
Hi there, Longtime listener, first-time caller here. I am looking to connect with other members who are the first CSM in their Orgs. I just started as CSM for a travel agent technology startup. I would love to learn more best practices and hear advice and feedback from other first CSM's. What metrics are you using to…
Hey everyone. I'm building a comp plan for our larger customer segment as we're growing our team and have some ambitious growth goals for 2022! I've searched far and wide for material on this but it seems as though most companies deal with annual contracts only, or monthly customers are placed in a completely separate…
Hey all! In my current role we are heavy Hubspot users. I am looking to start using specific CSM tooling, ideally a tool that integrates with Hubspot. I see Gainsight has a Hubspot integration, is anyone here familiar with it or perhaps is already using it? I'm also open to suggestions for other CSM tools that work well…
Hello CX Professionals - One place I struggle, especially in a funded start-up, is how much to push at renewal time for more money - or sometimes just equal value. I am constantly pressured to keep renewals whole, increase license prices and push to keep timelines in order to make metrics look good to investors and spur…
Good morning all! Our next Office Hours registration links have been posted under Events. Haven't registered for the entire series for your role yet? Take a moment to sign up for this month's events or you can sign up for all events at once! * CS Ops event will occur on Thursday, February 17 at 9am MT. Learn more and…
Hi there, Is anyone using Atlassian Service Management as their customer support portal? We are looking to switch over from Team Support so that our KB and our support portal both are under the Atlassian umbrella. If so, can you share a little bit about how it's going? What software you switched over from (if applicable)?…
Hi all! I´ve been trying to wrap my head around how to deal with "zombie" clients: those who signed a contract and bought a product, but do not use it. I have noticed this is not due to a lack of understanding of the value the product can generate to them, but to undefined ownership: nobody really wants to take ownership…
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