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  • One of the partner's of the VC firm funding us was on the panel for this webinar and she invited me to attend. I hope you get us much out of it as I did. https://www.youtube.com/watch?v=tmlS73G27jg&ab_channel=SiliconValleyBank #CustomerSuccess ------------------------------ Dennis Doyel ------------------------------

  • Discussion

    Thanks Carolyn - we are calling it SMB internally. I did not come up with that so might tweak it later on. On-Demand Support is something my manager had used in the past so we are starting with that since we already have some signing. I do like the idea of where you are going. I do not want to use support but am fine with iterating, it is what start-ups do. When we change I can let you know. ------------------------------ Ross Reitman Torii ------------------------------

  • Wow, tough spot! My advice? Stay away from altering the terms of the agreement--they won't sign it, and once the lawyers get involved, the relationship is in a death spiral. Where are your own execs on dealing with this problem? Seems to me they should be escalating within the account's ranks to find an executive there who sees benefit and will take charge. Absent that, check your own termination clauses. Sometimes it's best just to cut your losses and walk away. ------------------------------ ...

  • Library Entry

    In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. However, in the real world, both time and resources do not permit this level of interaction. It means it’s time for your business to adopt a digital-led Customer Success model! This model ensures quick engagement with your customers, provides training support and drives the adoption of your product. SaaS businesses around the world give different names to the ‘ ...

  • Yes of course, emailing you back now Melissa! ------------------------------ Shareil Nariman Arrows ------------------------------

  • Hi Shareil, I am hoping that you can extend that offer to others. Please let me know. @Suzanne Rupe: Would you be open to connecting? I am in a similar situation.​ ------------------------------ melissa jackson upsiide ------------------------------

  • Hi all, First time poster here; looking for some GGR community wisdom. We are a SaaS startup with a relatively complex product. Our implementations are fixed-price, high-touch, last 4-6 months, and require a 2 hour/week customer commitment throughout onboarding. While most of our customers are very responsive and eager to go-live, we have one that is not. They are often late, miss meetings, struggle to complete required tasks, and lack a shared vision or strong leadership. Because of this, ...

  • Discussion

    Hi Marloes! I have a template we use, please connect with me at jonna.pedersen@intelex.com and I'm happy to share. Would be helpful to know what your current onboarding looks like? We have moved from a 12 week program to 6 (much more intense!). Jonna ------------------------------ Jonna Pedersen Intelex ------------------------------

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  • One of the partner's of the VC firm funding us was on the panel for this webinar and she invited me to attend. I hope you get us much out of it as I did. https://www.youtube.com/watch?v=tmlS73G27jg&ab_channel=SiliconValleyBank #CustomerSuccess ------------------------------ ...

  • Hello All, I am in curious if any of your CSM organizations are focused on MRR as opposed to ARR. I ask because I have not been focused on MRR as my experience in all my roles has been based on renewals for a year or more at a time. That being said, ...

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    Career Ladder?

    CS Pros, I searched the archives and didn't find anything on career ladders. I'm building this for my new team - does anyone have a cleansed template I could borrow (plagiarize?)? Thanks so much! Tanya #PeopleLeadership ------------------------------ ...

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