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  • Tracking the quality of CS engagement is tough. I'm not sure if there's a scientific or systematic way of doing this, but we've tried a few things. Jumping on calls is definitely useful, but it will always put the CSM on edge and customers may respond differently when there is an exec on the line. For example, I've had customers be furious with a CSM because of a functional limitation, but if an exec, director, or product person is on the call the mood shifts as the customer feels that they may be ...

  • My product is desktop installation on-premise, so we don't have an in-product communication channel. We're planning to bring in ChurnZero for health scoring, personalized outreach, retention forecasting, ... I'm also pretty excited as we just purchased a new community platform (inSided) that I want to use to build a new communication channel with customers, as they can opt in and out of various topics/discussions/announcements. This would be more for 1:many customer success. ------------------------------ ...

  • Thank you, David! This is super helpful and gives me a lot of food for thought. ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------

  • So true, and glad you posed this question. ​Our customers of Waypoint's TopBox SaaS see that asking the right questions of the right people at the right time, then LISTENING and ADDRESSING what they tell you -- just like good sales people do -- is the missing piece in most CS orgs. Here are articles from McKinsey with a cool case study (if a "commodity" Steel manufacturer can see results then surely tech can as well?), and a more detailed article on methodology. Stop Chasing Renewals: Here's How ...

  • , I don't have a template to share because it was housed in our online system. I used Altify (an overlay to Salesforce) that offers great functionality for Account Plans. As indicated (which I completely agree with), it's strictly an internal document and includes the following: Opportunity Map: Capture revenue by product or service - this generates a visual representation where you can see the white space to sell into for up-sells/cross-sells Relationship Map - build maps where you can enter ...

  • GGR Community -- My team and I are developing a series of leadership training sessions to help them effectively manage their teams and books of business. One of the parallels we are drawing for them is that the Customer Journey from Sale>Onboarding>Success Path>Renewal is akin to a sales opportunity (Discover Need>Develop Solution>Proposal>Close...or whatever sales journey you choose). I have been looking to see if there is any Gartner/McKinsey/HBR research similar to the 100s I see on managing a ...

  • I too would love to see yours. ------------------------------ Sherri schaffroth ------------------------------

  • Hi Dana, Appreciate your reply! Answering your questions below - 1. I understand your limitations. a. Every customer buys your product to achieve certain objectives. Send tailor-made surveys via Google forms to the customers and ask them their most used features in your product. Tally and check if they are using the correct features that will help them achieve their objectives faster. If they are not, you have an upsell opportunity to train them to use the right feature. b. Also find out why ...

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Can you help a colleague? Here are unanswered questions:

  • Hello! I'm looking to connect with other CS folks in the EdTech space regarding their approach to metrics and thresholds to trigger CSM customer engagement. Our CS org is relatively immature but we are to the point where we need to work on our automation ...

  • Hi everyone. We are a medium-sized company (±270 employees) and growing rapidly. We are trying to get a measure of the right figures of a few metrics in our larger CS team. We have a support team and a CSM team. Our support team handles incoming technical ...

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  • Hello Community, Do any of you have experience building out Customer Success where your model is 90% Channel vs 10% Direct? I'm interested in building out a Playbook for Partners to follow as the delivery of the CSM function. Also, I'm thinking about ...

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