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CSM Presentation for Intvw
Hi all! I'm so thrilled that Monday I have a final interview with a company I've loved talking to but I need your help! I have a panel presentation and brief discussion with them on Monday and I'm expected to have about 5 slides (provided by them, blank of course) to validate the following requirements: Ensure I'm aligned…
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Have you implemented CS Ops?
I'm preparing a longer piece on CS Ops as a whole and would love to add some real stories from you fine folks! If you’ve successfully optimized CS Ops, how did you do it? How did everything look like before you started? Where are you at now? Any insight you have would be very welcome. There's a lot of theory on this topic,…
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Tools to know for a CSM
What are some of the best tools one should know in order to stick out as a CSM?
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Starting out: Best Practices
When moving into the world of Customer Success whether as a first step or a career change, what was the advice or resource that really helped you get the ball rolling?
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Asking for a Friend? How long does it take to transition from SDR to CSM?
How long do you need to be an SDR before you can transition into Customer Success? A few days ago, I spoke with a friend who had 1+ year of work as an SDR at a SaaS company. Unfortunately, they got laid off and didn't believe their dreams of becoming Customer Success Managers would happen. I tried to reassure them they…
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Gain Grow Retain Community Expectations and Privacy Guidelines
Thank you for being part of our community. To ensure the best possible experience for all members, we have established some basic guidelines for participation. By joining and using this community, you agree that you have read and will follow these rules and guidelines. You also agree to reserve discussions and shared files…
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Any alternatives to a big and ugly Excel file during onboarding and setup of your solution?
Hello brilliant minds of the CS community! I'm currently working on improving our onboarding process for our enterprise segment and I'm currently focusing on finding an alternative to the current way we collect the customer needs for the setup of our solution. Our solution is highly customizable to fit regulatory…
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First full time support hire
Hi everyone. I head up a CS team for a small UK startup with 2 CSMs reporting to me. In addition we have a part time support agent that handles US (pacific time) hours. Up to now we have managed the entire post-sale customer lifecycle including support. I am now at the point where I want to hire a full-time support role in…
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Recommendations for Customer Success Software
We are a fairly new customer success team looking to implement a customer success software tool to help us measure customer health, build the customer journey, and manage retention. We are a midsize SaaS company and a leader in our market. We plan to look at ChurnZero and GainSight but would like to have additional…
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Emailing users vs buyers
Newer CSM here... I am working on crafting cancellation emails to group users as opposed to the group admin (more likely the buyer). I am trying to do research on this, and just getting general cancellation email advice, but what I am looking to learn about is how to differentiate the email when contacting the head of the…
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New role for me.
I am in a new role of Customer Success Coordinator to provide support and strategy to the team. What kind of help in your CS roles would you like more support in? Things I can do to get trust from the team as we move in this new direction. Thank you
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First Time CSM
Hey GGR community, I'd love some advice! I discovered customer success a few months ago and I've been avidly researching it ever since. I've worked as a 911 Dispatcher for the last few years but customer success ignited a passion in me that I didn't know I had. I'm so excited to say that I just accepted a CSM position and…
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Let's Get Some Help!
If you need to get any help with the GGR platform or an event, please reach out to @Heather Wendt either through messaging on the community or directly at heather@gaingrowretain.com.
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Resume Review Help/Mentoring Request
Hi All- I’ve been in a CS focused role for 14 years (3 of those as a VP of CS) of my almost 19 years in the workforce - I took a sabbatical in 2018 and switched to an Agile consultancy role since I came back in early 2019. I’ve found, since I’ve been back at work, that the drive to be a partner to clients in a focused CS…
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Let's Talk About Your Image
Having conversation with ‘shadow people’ is a lot less comfortable than conversing with someone you can see. Profile pictures allow you and your peers to feel more connected by giving you a feel for who you are talking to. Navigate to your profile by clicking on the circular icon on the top right Click on ‘Change My…
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Let's Update Your Profile
Once you’ve logged into your new account, you can update your profile to help others in the community learn a little bit more about you and give the GGR team information that will help us target our communication to you. Navigate to your profile by clicking on the circular icon on the top right A variety of fields are…
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Let's Build Your Signature
Adding a signature allows you to share your title, your company, and your social links whenever you post on the GGR community. Navigate to your profile by clicking on the circular icon on the top right Select ‘Edit Profile’ in dropdown window Select Signature Settings from right-hand task bar Enter the following…
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Let's Work on Your Notifications
Notifications allow you to find out what is going on within the community. You have the ability to control what and how you receive them. I. Navigate to your profile by clicking on the circular icon on the top right a. Select ‘Edit Profile’ in dropdown window a. Select Notification Preferences a. You have the option to…
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Let's Reply
Add a Comment You can engage with any post through leaving answers, feedback, or sharing additional information by adding a comment On the post, scroll to the bottom of the thread to the Leave a Comment box Enter your information (notice that you have all of the same features as when starting a thread) Click Save Draft if…
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Let's Start a New Conversation
Posting a new thread or replying to an existing thread is the life blood of the Gain Grow Retain community, knowing how is as easy as following these steps. A reminder that self-promotion is not allowed in our discussions. Please read our Community Guidelines for more information Post a New Thread *You must be logged into…
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Let's Connect
One of the wonderful things about being a part of a community is the ability to connect and network. With the GGR platform, you have a number of ways to do this. Direct Messaging On the GGR website landing page, click the envelope icon in the upper right corner A pop-up with latest message will appear Click on ‘Create New…
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Let's Follow a Category
Following categories makes staying up to date with any activity easy! I. After you have logged in, select the Category you are interested in a. Click on Categories tag and select the Category of interest b. Click on the Bell icon c. Select from the options in the dropdown box Follow – adds this to Followed Categories tab…
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Let's Bookmark a Post
There are so many valuable conversations happening in the Gain Grow Retain community, so bookmarking a post you would like to have quick access to is a great way to revisit or take a deeper dive into the topic. I. Once you are logged into the GGR community and run across a discussion you would like to bookmark, click on…
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Let's Give Some Feedback
Just like in social media, you can share feedback with posts, either on the original thread and/or any responses that you want to highlight I. Scroll to the bottom of the post or comment you would like to give feedback to and select from any of the options Flag – this option allows you to send a message to a Community…
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Let's Talk About Maintaining a Culture
Reporting Posts This community belongs to everyone, and while our moderators work hard to ensure it is a place for idea sharing, we rely on you to help us. Flagging a post will allow you to alert us to an issue for quick resolution. I. At the bottom of a post that needs to be reviewed, click the Flag option a. Select from…
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Let's Talk About Moderation
Moderation If a post needs to be edited to avoid issues with either the community guidelines or a potential recommendation to strengthen the responses you get, the Moderation tab on your profile will allow you to review those warnings in one place. NOTE: The content on this Moderation page is only visible to you and the…
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Let's Reset Your Password
Whether you are struggling to remember your login password or just maintaining a secure environment, resetting your password is an easy process. Change Your Password (know current one) I. Navigate to your profile by clicking on the circular icon on the top right a. Select ‘Edit Profile’ in dropdown window b. Click Change…
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Quick Tips for the GGR Community
Search before you post: Before you create a new post, use the search box to see if your question is already out there — someone may have already answered it. Ask: Ask questions about best practices, technology, integrations, workaround, and anything else you want to learn about Customer Success. Be descriptive: Use a…