Conversations focused on creating and showing the value of CS
Hi ?, Since this community includes a lot of support leaders, I'd appreciate your help with the Customer Service Benchmark Report Survey. The four partners - Aircall, Intercom, Klaus, and Support Driven are gathering data on main support metrics (CSAT, NPS, IQS, FRT, etc) to create comparable benchmarks for different…
Hi Everyone, Happy New Year! Our CSMs currently are having to manually enter data from a BI generated usage report >> Excel spreadsheet >> PowerPoint EBR template. This process can sometimes take up to 1 hour at each turn and each CSM has at least 1 EBR to customize each week, if not up to 3 or sometimes more. We've looked…
We are raising the threshold at which we assign a CSM to an account. For example, we used to assign a CSM to all accounts >1MRR. As of 2021, CSMs will only be assigned to accounts >10MRR. We will not grandfather in accounts or have a transition. We will allow CSMs to retain select strategic accounts based on qualitative…
Happy 2022 everyone! A little background for my question: I've been working for about 4 months now in an onboarding specialist role, although I've worn a few different hats in that short time. I haven't had the luxury of traditional KPI's/OKR's to measure my performance, and our CS team is still being fleshed out. So I've…
Right now we have a partnership slide that's goal is to address the partnership both on a macro and micro level. What are your go-to 'What" and "How" questions in a QBR/EBR? What area of the presentation do you reserve to ask these questions? How many do you ask? In my mind, I'm looking specifically for more information on…
Hey Guys, I'm an account manager for an Industrial Replacement Parts company. A majority of what we do is supply wholesale parts to Industrial Repair Shops and Industrial Supply shops in the NYC metro area. We don't have any subscription plans in the services we provide. Simply our customers place orders and we fill them.…
Does anyone have a defined CSAT Strategy that you are willing to share? I am interested in hearing you have approached CSAT and your strategy for capturing CSAT in a way that tracks the ongoing CSAT for different interactions across all teams in the organization (i.e. pre-sales, onboarding, implementation, customer…
Just pulling in a question from CS Leadership Office Hours today... How are you working with the organization to set KPIs/Goals that become more cross-functional? @Jake Mesaritis
Hello All, I'm new to my org and am working on building out my account plans for my strategic accounts. With my enterprise level accounts, it's difficult to determine exactly where to start. Does anyone have any good resources or templates they can share that might be a good starting off point?
Hi All! I am working to create a customer journey that I can turn into a tech touch model. In order to understand the customer journey, I think it would be a good idea to interview them rather than just assuming. Has anyone done this with existing customers? If so, what specific questions did you ask them? Any tips would…
It looks like you're new here. Sign in or register to get started.