Customer success is evolving fast. With AI voice and text agents becoming more accessible, I’m curious: Where do you see the biggest adoption challenges? What use cases would actually make an impact f…
This is my first post after just joining this discussion, so please forgive me and provide kind assistance if I have posted to the wrong subsection! I am new here but a real enthusiast and loving this…
Hello All, I'm new to my CS Ops Mgr role and I'm trying to think of the most efficient way to connect our Product team into customer meetings with the CSMs, which are held on a regular basis. This is …
"When you say 'CS' that's a naughty word. So I don't believe in customer success. Because what does customer success do in most companies? They are basically either renewal people or they're guiding t…
This week, @DillonYoung, Leader of CS at Maxell joins @Jeff Breunsbach to talk about leading through change. Here are some highlights: Prep before action when changes to priorities happen - need to un…
Could you please share any effective strategies or approaches your organization employs to ensure the active involvement of customer success managers in the pre-sales process, thus fostering more vita…
Being apart of a few discussions surrounding change management I wanted to ask if anyone had any good strategies to proactively stay "ahead" of the game during a change? What works and what doesn't?
Hi All, Im hopeful someone may have a documented workflow or table that outlines the ways in which Product Managers and CSMs work both internally and with customers. Specifically here it would be good…
Hello, I've been putting new processes into place for our company's reference program and we're getting some pushback from the sales department. I'd really love to hear feedback from this community on…
We have had customers want to retract their PS services because of the technical knowledge and support their T-CSMs can provide. How should technical CSM teams handle the boundaries between Profession…