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    Carl, I would love to learn more about that program! Do you have any materials or outlines of what it entailed that you wouldn't mind sharing? ------------------------------ Anna Alley Director of Customer Success & Advocacy ------------------------------

  • I like that you added this topic. Interestingly, I was part of a team in Support that actually reached out to Sales and CSMs with a program to better identify revenue opportunities that came out of Non-Break/Fix cases. Some of the positives that came out of that was a clearer understanding of the request to CSMs and a better understanding in Support of when (and when not) to punt cases to CSMs. It also fostered a closer relationship between all the teams, helping to present a unified message ...

  • For us, we break down the launch into two phases. We have a "basic" launch where we get them live and they have a templated set up to get a feel of the system. They tend to be pretty happy at this phase as value is shown immediately for us due to the industry we're in. The big Aha moment though is phase 2 which we have a week later. We analyze their usage and begin making recommendations to better use the platform. We get a great reaction to this for a few reasons. 1: We use their data and ...

  • These are fantastic . Looking forward to getting into them. ​ ------------------------------ Anita Toth Customer Retention/Churn Consultant ------------------------------

  • Conversation moved here https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?GroupId=1&MID=97&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer&ReturnUrl=%2fcommunities%2fcommunity-home%2fdigestviewer%3fcommunitykey%3d1261a423-6343-48a3-a722-6c04f19eacc8%26tab%3ddigestviewer ------------------------------ Antti Nevalainen ------------------------------

  • Thank you, Jay! This is very helpful. It's really more of a matrix based on their customer segment and the CSM model that is most appropriate for them. Am I understanding that right? Thanks again! ------------------------------ Kelly Kimmich Vice President of Client Success AgencyBloc ------------------------------

  • Thanks Ben! Thank you for breaking out what that looks like for your organization, especially as it relates to which CS team members are involved to help those clients reach their goals. Thanks! ------------------------------ Kelly Kimmich Vice President of Client Success AgencyBloc ------------------------------

  • Hey Anna, I am glad the questions I posted gave you a good starting point. Regarding "promoting customer culture". I am happy to let you know, you are not alone here. No matter the company, industry and I'd even say country you're in, you'll be challenged with creating a customer culture. SaaS companies may be slightly better at it but there will still be departments who are so far removed from the customer that it's challenging for them to take that culture on. The upside is there are some simple ...

Can you help a colleague? Here are unanswered questions:

  • We have a model right now that evolved as we have grown and now want to make the change to a more standard organization. We currently have Account Management responsible for renewal/upsell and Customer Success responsible for adoption success but it ...

  • Hi all, After my recent thread about how to comp a tech-driven team, I am going by Ed Powers advice to measure and comp on more of the leading activities this team can do vs the end outcome (Gross Retention) in order to motivate and reward them for ...

  • I'm super curious to hear from those of you in a CS leadership role and those of you who have chosen a CS individual contributor role, what training you have received (internal to your company or from an outside source) that has had the greatest impact ...

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