Hi CS friends! Does anyone's company have a cross-functional "risky customer" review/meeting in place? For those who do, how is it structured? Who owns it? Which executives are involved? What are any key learnings or takeaways in terms of rolling this process out? Thanks!
I have a unique advantage where my software of unified communications is a vital tool that CSMs of my customers use frequently. I have found that connecting with these end users opens up the door for a lot of targeted discussions that I need to drive adoption or initiatives. I realized that even if I didn't have CSMs as…
During our office hours today, we discussed Relationship Mapping. One of the things on the topic that I'm curious about is the process that is being used by your CSMs and leaders to draft your first post-sales relationship map? * How are you working with sales to draft this? * Is there a personal introduction taking place…
In my career, I've facilitated several in-depth Customer Journey Mapping exercises, where I take a group of cross-functional delegates offsite for a day or two. In these sessions, the goal is to: * Map out the entire customer flow, starting with marketing and pre-sales all the way through to long-term relationship…
Hi guys, what mid term plans we can implement for clients where POCs have left?
Curious what folks are sharing during the QBR/EBR? Or any meeting which involves higher level stakeholders? Is it a PowerPoint? If so, how many slides are you sharing and what are some examples of content? (let's assume you have 60 minutes)? Is it a joint success plan? Something different? Packet? TLDR: What are you…
I've had interesting experiences with two retailers that gave me insight into their thinking. These examples are a perfect illustration of unintended consequences when we try to do something good. One grocery store near my house has a big sign out front informing people they must wear a cloth face covering to enter the…
Phase 1 of our community is purely support and help desk - but are looking to future iterations. We are currently leveraging SFDC. I realize each portal may have different bells and whistles but what have you found successful to your customers while they engaged with your portal? For context we are a B2B software…
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