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My Situation: My Customer Success team has been tasked by our board with improving our company's online ratings and reviews (i.e., going beyond the scope I expect for a typical VOC or Customer Advocacy function within CS). My Context: Our board and C-suite are keen on implementing a "rate/review once; post to multiple sites" solution I have no meaningful experience with review management / reputation management SaaS tools. In my career, brand and online reputation management have always been ...

Does anyone have a defined CSAT Strategy that you are willing to share? I am interested in hearing you have approached CSAT and your strategy for capturing CSAT in a way that tracks the ongoing CSAT for different interactions across all teams in the organization (i.e. pre-sales, onboarding, implementation, customer support, QBR's, etc.). Is it a unified survey strategy or do you have different teams within your organization sending surveys after their interactions? Looking forward to hearing what ...

Hello All, I am Tajan and joined GGR a couple of weeks ago and am really excited to be part of this community. With over 17 years in leadership roles in Customer Success and Professional Services, I look forward to learning from and contributing to this community. My journey into customer facing roles came after IT management experience in high-tech companies, and I have developed a passion for enhancing customer business value and about delighting customers. I love building and leading high-performance ...

We look at incentives from a variety of lenses. For advocacy, we made this part of the MBO's for quarterly payouts. Each quarter, a CSM is to deliver a certain number of advocacy assets from their accounts. Attached is the Advocacy Maturity Map that shows what we consider an advocacy asset. The Maturity Map "loosely" shows the lifecycle of Advocacy we manage through our Customer Success Plans (and sometimes complexity and value). For SPIFFs (funding by sales) we leverage the Customer Success ...

Does anyone charge a premium for your support offering? If so, I'd love to hear about your experience with support being a paid service. Do you have tiers? Basic support is free, but then a premium for more dedicated support or access to additional support channels? My biggest challenge or concern are the lagging indicators of overall client health and the impact this might have on renewal numbers. Any advice, comments, thoughts are much appreciated! #Strategy ------------------------------ ...

Great content, thanks for posting and sharing! ------------------------------ Robert asmar Director of Customer Success ------------------------------

I start earlier in the process and benchmark customers along a baseline of the "typical" customer (Different from ICP). Now globally I can see as a CS leader who the exceptional customers aka Champions are and dig deeper into what makes them so successful. That insight is incorporated back into our best practices, other customers etc. See this blog post for more details: https://cstuners.com/leverage-your-champions/. The incentive for the CSM's is around the number of Champions they have in their ...