A CSM like no other...
I am now one month into my CSM journey. It is eveidently clear that my role is not a traditional CSM role.
I am a CS team of one at a Travel Tech Startup. My only real partners are the COO who has 3 other projects more important than my verticle, and a software engineer who has functioned as CS/Support/Tech for a few years. We have one sales person who only half sells our product as an add-on service. I have some minimal reporting available to me.
I am having some success in engaging recently signed up users from an onboarding prerspective. I am seeing site usage immedately following these reach outs and zoom calls. We have a good product so my hope is to be able to keep these new users engaged and returning.
But now my focus is shifting to cold users. There has been limited to no follow up with most users, 60% +/- after they started using the site. Over the last 2 years. Now I am instituting a reach out cadance and working to reengage inactive users. But this is were I would love to hear about best practices for engaging non-users.
About my ICP for reference, North American travel agents. With or without affiliate agencies. We are paying them a significant commission % to book via our website us opposed to other available channels. We arent selling software, instead selling product and service.
Any and all feedback is greatly appreciated.
Thanks CS Fam!
- All Categories
- 131 GGR Cafe
- 172 CS Conversations
- 960 CS Operations Conversations
- CS Org Conversations
- 205 CS Technology
- 648 Customer Journey
- 274 Digital CS (Engagement Programs)
- 32 Industry Insights
- 90 Metrics & Analytics
- 17 Value Realization
- 190 Strategy & Planning
- 15 Future Customer Success Professionals
- 7 Supporters of Gain Grow Retain
- 1 Gain Supporters
- 2 Higher Logic Vanilla
- 1 Totango
- 2 Grow Supporters
- 2 Catalyst
- 1 ChurnZero
- 4 Retain Supporters
- 1 Northpass
- Interested in Supporting Gain Grow Retain?
- Contact Us
- 17 Welcome to the Community
- 157 Job Board
- 173 Customer Success Leadership Community