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Customer Success Detractors
Jeremy Mulder
X is the biggest detractor of Customer Success at my company.
Who or what is X?
What is X's why?
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Marcus Sparks
1. Prioritization is my biggest detractor
2. Early stage SaaS is the reference. 2 or 3 CSMs. Well defined process is lacking, and attention management is challenging.
you have good people, with good biz sense - you can get good process in place
but the first action is to ensure that your 3 CSMs are prioritizing the Customer over all else and that leadership has your back on this
clear the blockers to customer-facing time and help your CSMs prioritize customer conversations
ask for action not motion...action that is reflected in documented call activity in the CRM (that's PHONE CALL, not email contact)
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