The most recent content from our members.
I would like to talk about referrals! As a CSM on the job hunt I am told that my best chance at scoring an interview is through a referral, but how do I go about doing that? Who do you ask? Where do you look? HOW do you ask?? Having been on the networking game for some time now I am still finding myself struggling with not…
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 best practices for sharing our reference contact information with the sales department. Our current process has sales…
One of my long-term goals for our CS team is to launch a Customer Advisory Board, but it isn't the immediate priority. To kick things off, I'd like to host some sessions with our clients by vertical. * Has anyone hosted smaller sessions with a group of customers to allow them to meet each other, discuss best practices,…
Hey CS Community, For 2021 goals, I'd like the CSM's to start gathering customer references. They will have a goal of 3 per quarter. Does anyone have an example of a referral process? Or am I over-engineering and just ask a customer and note in CRM?? Thanks!
Hey All - What is your internal definition of a 'champion' within your accounts? How did your team get to that definition? We are starting to redefine this internally as a CS + Product Team initiative and would love to hear how you and your team have built a definition that represents both qualitative and quantitative…
Would love to hear from the community. Here's a story: Today, I had a customer who experienced these challenges: * original CSM was unengaging and unresponsive so they requested a CSM change. They got me. * Things improved and they were comfortable doing a one year extension to see how things continue to progress. * Major…
I was wondering if anyone has some templates for questions that customers can answer while giving a testimonial? Something like, "What problems were you having before adopting XYZ solution? How did you justify the purchase?"
Using “I noticed” statements are a powerful way to lead to a value based data driven conversation. Not to mention they are fresh. I watched a presentation earlier this week. The presenter offered using "I noticed" as a conversation starter. It has been so impactful here that I wanted to pass it along to all of you. “I…
I'm eager to get all my fellow peers’, opinion on the best process to approaching customers as and internal resource for your organization. Often times, when we have a successful customer, or a customer who is eager to partner in product design, or testimonials all teams are eager to contact them. This results in getting…
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