Hello! I have been charged with building out the customer facing executive sponsor program slides for my customer success team. I am trying to avoid reinventing the wheel. Does anyone have any cool templates they could share with me or the community? Thank you a bunch!
Hi Everyone, I'm part of a small SaaS organization that is just now starting to develop a CS process. Being a team of one, I want to make sure that I set my organization (and future team members) up for success. What are some tips that you wish you knew when you and your team were first developing the Customer Success role…
Hi everyone! I have experience managing 1MM-15MM CS functions but haven't yet experienced the feel of a fully mature CS unit. For those of you that have, what do you find to be the most impactful areas of evolution as you scale past 15MM to 100MM? Thanks!
Hi everyone, Has anyone got any tips/advice on how to make senior members within a closed community feel special? The community which I am managing has three levels: 1) Leaders (CMOS, Heads of functions, Marketing Directors etc) 2) Managers (Marketing managers) 3) Teams (Executives, graduates etc) I want to give leaders…
Has anyone had success or failure with standardizing email subject lines of the messages being sent from CSM's to end users? We have a blend of automated tech touches and personal touches, and I'm just wondering if we can improve response rates if we direct users more through the subject lines. My thought was: Realync…
I am looking for ideas on proactive value-added outreach that my CSMs can do. The challenge is we are a full-service solution so a large portion of our client wants to set it and forget it – meaning they don't want to engage or to think about us. They know we will work and do our job in the background and only want to…
Hello All, I am in curious if any of your CSM organizations are focused on MRR as opposed to ARR. I ask because I have not been focused on MRR as my experience in all my roles has been based on renewals for a year or more at a time. That being said, I have been asked about employing strategies where customers are billed on…
Hi All! I'm new to the community, and to CS as a whole. Does anyone have a welcome letter/email used for bringing new customers into the CS process that they would be willing to share? I am working to put together something that outlines the CS role, how we support the customer and an overview of the CS process that they…
Readers, we’re into October, and just as my last September article was about non-scary things, brace yourselves now. This one is going full Halloween, because not only is it scary, it’s in a disguise. I’m talking about the sneaky bad-news phrase a customer can say to you: “We’re good”. It’s a little like this: “We’re good”…
Dear All, How do you motivate / encourage / convince your customers for next or latest version of product upgrade? I struggle with this situation, specially if they say, it is working fine for us OR nothing is seriously broken, why upgrade? Please share your thoughts, strategies, examples, or any insight you have on this…
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