The most recent content from our members.
I have recently joined a start-up as a CSM and have around 30 accounts assigned to me. From a business ops POV, CS has been reactive and somewhere couldn't articulate the value or the business growth our customers want to achieve. Now, I got the opportunity to reach out to my customers proactively and I dropped emails to…
Hey Guys, How is Customer Success Different in Small Businesses as compared to large business? Is it even important? How much of tasks or responsibilities of a CSM different in SMBs as compared to Enterprise? What do you think about that? Love to hear your thoughts! 💬
Hi! I'm curious to learn how you help CSM teams managing 25 - 60 accounts, the most at risk segments who require advisory services more than a product in order to ensure success (product value is there but renewal success is dependent on an indirect variable related to customer building a type of sales motion). This is…
Hi Everyone! The company I'm with has tapped me to start and lead a CS department in our organization. We're a telecommunications company with clients of varying sizes and ranging from Banks, other telecoms, down to small businesses. We provide internet connectivity, VoIP and private site to site connectivity. I don't…
Calendar Q4 is coming to a close and I was just thinking of metrics. I've been in the startup world for nearly 4 years now and driving to support company and departmental OKRs. I don't remember having OKRs prior to the startup world but was wondering the following:* I think OKRs are good for startups until they get their…
Hi guys, I am working on preparing a Customer Maturity Model. If anyone can help me with a template or any ideas, what should I consider in this?
As an organization who is looking to break out into CSM to have multiple levels I'd like to know how others have created distinctions when posting those two roles at the same time. At the most simple level our initial thoughts have been around years of proven CS experience with clients that match our "enterprise" level.…
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