Hi all, I'd like to propose some changes to our CSM compensation plan for 2024. Last year we issued 2 bonuses each half based on NRR. I discovered that if a sales person helped land an expansion or an upsell for one of their accounts, the CSM coasted the rest of the year. This was the first year we implemented a bonus and…
Hey All, I'm looking for some resources to help build a framework of questions and tactics to help our CSMs expand within their portfolio. I'm hoping for a little more beyond "Who else would your organization would benefit from this product?". Every industry is different, so having some general guidance as to how to build…
We are changing from a pay for success to a subscription model. And as you can imagine the pressure on CS is big We are currently informing our customers and showcase the why of the change with an offer during our meeting. We need to send the smaller customers the offer and with option for a meeting. My question, as we are…
Hello Everyone, When i help create systems, below are the CTA's I make sure are set up, do you all have anymore I could add to the list? 1. Payment Alerts - An automatic notification for when a client's payment is overdue. This can lead to a deeper dive to understand any underlying concerns or challenges. 2. No Login…
Hey All - I won't stand on ceremony long here. Recently I've began working for a start up, that's now beginning to gain traction with some major players. Although I haven't been promoted, my duties have increased tremendously. Thats where this post comes in to play. I know the mot popular way to scale right now is one to…
Some context: We sell software that be completely self serve. We have really focused on increasing upfront training, knowledge bases, in-app tools, etc. so that people will actually self-serve, but we have a lot of customers who still rely on our very service-oritented CS team to do the activities for them. This creates…
Hi community, Any recommendations on tools to actively map stakeholders (customer) , relationships, etc.? Hubspot has orgcharthub ...anyone use it? any other recommendations that include visual representation/mapping? Thanks! Elkin
Is it just me, or is choosing to bill for SAAS professional services / support by time & materials a choice that is begging customers to have issues with invoices? How do I prevent my CSMs from needing to use all their valuable customer engagement time addressing billable “hours” and invoices? Customers know the CAM and…
We are a long-established SAAS company in the fintech industry. We've always had high email traffic in our CSM team. This can range from straightforward correspondence to more complex queries. Whilst we can upload and reply to emails into our CRM, this relies on our CSM remembering to do it. Also, it's creating a culture…
Hello brilliant minds of the CS community! I'm currently working on improving our onboarding process for our enterprise segment and I'm currently focusing on finding an alternative to the current way we collect the customer needs for the setup of our solution. Our solution is highly customizable to fit regulatory…
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