Hi There, New member from this community. How do you ensure that CSMs are engaged consistently in large deals and the CS perspective is inputted prior to the sale?
Would love to hear from other folks who work in a hardware/software business and charge for professional services for onsight implementation services and project management work. How did you think about building the SOW/contracting, what costs were passed through to customers, and how is that structured in the contract, if…
I posted this poll on LinkedIn and have seen a wide array of opinions. I would like to gather more data and was wondering if my CS peeps here can help. since there is no Poll format here, I just put the options with numbers. Just comment with the number and if you want to add a comment feel free to do so. The discussion is…
Hello GGR, Happy day! I'm currently working on improving our current Product demo process for potential new clients and want to hear their opinion. We would like to implement a survey for this. See below the areas we want them to qualify: Ease of Demo Request Process Efficacy of the Product Demos Relevance of the Resources…
We've got a CS Leader who's in the midst of building much of customer success from scratch. Looking to leverage this community to see if there are tools and templates that can be useful as this leader gets started on their way. So Community. What do we have that we can share?
Has anyone built an escalation steps document? I need to create a document in which I identify risk factors/flags, what's the impact of that flag, how handle it, how we mitigate it and success criteria. I have searched all over the internet for a template to build off of but most are support focused and not CS.
Hi all :) Happy Thursday! I recently initiated a task to align the WoW in our Customer Success Teams. One of the things, that I am looking into is the way the CS teams work with account plans. In that connection, I would like to change the name "account plan" to something less "salesy". It is important to mention that I…
I am in a new role of Customer Success Coordinator to provide support and strategy to the team. What kind of help in your CS roles would you like more support in? Things I can do to get trust from the team as we move in this new direction. Thank you
Hello everyone, I have had a hard time finding ways, without a CRM, to keep track of those clients who are waiting for functionalities that we committed to letting them know when they will be released. We don't do it always but sometimes we are in a meeting with an important client who needs a specific feature to…
Hello there I am looking at designing a premise to cloud migration strategy for our large premise base. Does anyone have ideas they can share? Also what are some of the lessons learned and who are the best examples of company's that have done this successfully? Many thanks Steve
It looks like you're new here. Sign in or register to get started.