Looking for Examples/Templates of CS Team Playbooks, Engagement Model documentation, and Accountabil

Archive User

pandurkar@oxortis.com

Archive User

Thanks @Shari Srebnick 

Daryl Colborne

Hi @Shari Srebnick, I would love if you sent my way as well: daryl.colborne@zerto.com

Thank you so much!

Shari Srebnick

Will do!  I'll get it to you over the next couple days.

Gautam Sawhney

Me too! gautam@fortressiq.com

Thanks a ton!

Monica Trivedi

Hi All, 

I just saw this thread and wish I saw it sooner. I am in a similar position and would love to know what came out of the discussion or any templates and sample documents that were shared. 

-Monica

Anna Alley

Hi Shari,

We're actually piloting  success plans as well right now. Would you mind sending to myself also?

Scott Smith

Hi @Shari Srebnick, a little late to this chat but would love to take a look at your template as well if you do not mind forwarding. We are currently working to finalize this process ourselves and always on the lookout for best practices. Many thanks! (ds99smith@gmail.com)

Anita Toth

I'm with @Monica Trivedi. Just wondering what came of this. 

Anita Toth

@Jeff Breunsbach Did anything come of this? 

Antti

Conversation moved here

https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?GroupId=1&MID=97&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer&ReturnUrl=/communities/community-home/digestviewer?communitykey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer

Sarah.Ervin

I'm a little late to the party, but so glad I found this thread! I'm also working on a CS playbook and strategy from the ground up, as the only CSM. @Daryl Colborne I just connected with you on LinkedIn and I'd love to join this Wednesday meeting if you're still doing that! @Shari Srebnick I'll send you my email and I'd love to take a look at this template too! Looking forward to connecting with all of you. 

Anna Alley

Hey @""Jeff Breunsbach" Jumping in on this chain super late, but I'm actually taking a new opportunity at a start up and will not only be building the CS and Support teams from scratch, but the product hasn't launched yet - would love anything you all learned from these prior conversations that I might be able to re-use in the coming weeks!

[Deleted User]

@Sarah.Ervin and @Anna Alley - definitely a few years old on the post but love that you found it to dig it up!

What can we do to help you both?!

Anna Alley

@Jeff Breunsbach
Would love if there's any insights on starting a team from scratch, with the company also starting from scratch. I've built the CS team from the ground up, so I feel good about most things there, but haven't tried to do so before we have an established customer base, etc.
The other primary difference with this role is I'll have junior CS associates that are acting as more of a support function (at least initially). Would love if anyone has worked with that model in thinking about how to ensure the waters don't get muddied between support and CS functions!