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    Great points! I love the idea of giving them a few reasons why it could be! We were also going to provide them with an email copy that they can easily send to staff to get them using. ------------------------------ Christie Anderson ------------------------------

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    @Christie Anderson, very neat idea. A couple of thoughts: 1. I would not specicially call out the fact that an account has 0 users. My immediate thought if I am the account is "well if we have 0 users, do we need the solution?". This is especially true if I get 2-3 or more months of this email 2. Do you have information on a few standard reasons why there isn't usage? If so, could you add resources to give help/direct the customers so that they get past whatever is blocking them from using? -For ...

  • Discussion

    Great ideas! Thanks, James! ------------------------------ Christie Anderson ------------------------------

  • Hi @Christian Baliko, Our process is to engage through stakeholder feedback -- a short questionnaire in which stakeholders (by persona, that is decision makers, business influencers, administrators, end users, champions, power users, etc) provide their assessment of what's working well and what needs to be improved. Most of the process is automated, but you can't (and shouldn't even try!) to automate relationships as there are fabulous opportunities in this process for CSMs to strengthen the relationship ...

  • Hi Suzanne, I'm following this post! Similarly I'm a CS team of one (although, just got approval to hire an additional CSM!!) but definitely feeling the challenge to advocate for CS when the leadership team is hyper-focused on sales. Our CS organization is brand new so I know I need to make sure I'm raising up our ongoing value but still need to put all these frameworks in place. ------------------------------ Michaela Noe FutureFuel.io ------------------------------

  • Hi @Julia Weinstock, There's a detailed article exactly on this topic -- it's ~7 minute read, but I promise it's worth it as it details a process that works very well to strengthen customer relationships: https://waypointgroup.org/stop-chasing-renewals-heres-how-to-keep-customers-engaged-so-renewals-and-more-will-just-come/ No commercials. On that site are templates for success plans , detailed whitepapers with templates for communications, etc. I hope this helps and please let me know ...

  • I have got a question around working with SaaS Enterprise software customers and would like to hear some feedback from other CSMs working in the same space. In the organisation I work for, Customer success is executed via customer success plans (CSPs), customers pay for in advance. Usually, the scenario is that once the sales department seals the deal, the consulting team starts implementing the software. It is only after the completed implementation that a CSM gets the new customer handed over ...

  • Discussion

    Hey all, I wanted to gather some feedback here around creating strategic account plans. I find that Success (& our sales partners) is often reactive rather than proactive and we are beginning to think about how to create proactive account plans for our clients (i.e. only come up with a game plan/strategy when there's a red flag like low adoption/churn risk) to ensure retention. I'm wondering if anyone has created anything similar before and has any thoughts on where to start? What are some things ...

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  • Hi everyone, At CloudHealth, we have two routes to market, Direct and Partner (mostly focused on MSPs). My team and I have had tremendous success investing early in Partner Customer Success, making it a separate team under the larger CS organization. ...

  • Hi 👋, Since this community includes a lot of support leaders, I'd appreciate your help with the Customer Service Benchmark Report Survey. The four partners - Aircall, Intercom, Klaus, and Support Driven are gathering data on main support metrics (CSAT, ...

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  • Hi Everyone, Happy New Year! Our CSMs currently are having to manually enter data from a BI generated usage report >> Excel spreadsheet >> PowerPoint EBR template. This process can sometimes take up to 1 hour at each turn and each CSM has at least 1 ...

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