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…
Hi folks, I've been hearing about 'office hours' and would love to hear your experience to better understand how we could make this work for our customers. Is it a regular open Zoom where anyone can just stop in with product/technical questions? How do you prevent it from being monopolised by one Customer? Or turning into…
Looking for ideas on what sort of information to discuss or questions to ask during an introduction phone call. This call is not scheduled and is mostly to introduce myself and gain a little more insight. Our client-base is harder to schedule dedicated time for a call or meeting, this is after I've sent an intro email.…
Feedback requested - customer engagement strategies
Hi everyone! This is my first question/discuss I create, so I'm very excited! ? I started my Customer Success Manager journey 3 months ago at a small startup and I'm loving it!!! I'm finding that managing feature requests from my accounts is way different than during implementation projects, as they have a specific end…
Hey community, my company (B2B SaaS, software to manage company car fleets) is thinking about setting up a benchmark for our customers based on product data that we have. Our customers all run car fleets but nobody has the overview across fleets as we have because we have data on how 1000+ of them are run by our customers…
Hi All, Thanks in advance for any advice! My company is a relatively new SaaS organization. We've had a lot of early success and our sales team has been growing rapidly. There is a ton of excitement around the progress the sales team has been making in securing larger deals. This has resulted in a lot of internal…
Hello everyone, Excited to join this community! Hoping to learn more from everyone so I could grow and improve myself better as a CSM. Thought I could get some advise or to hear any experiences from CS community if anyone of you faced similar situations and how do you approach them?
Hi All, One of my new year resolutions is to be more engaged in the GGR community so I can continue to learn what people are facing daily in CS. What have you personally set as your CS new year's resolution? Best, Christian
Hi guys! First time poster, so please tell me if this isn't relevant, but at FileInvite we have Support under CS and I'm trying to free my CS agents up as much as possible, from doing support, or front of house activities. Therefore we are looking to outsource support for what we call tier 0.5 - basically anything that can…
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