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Excellent thread. I was curious what is the upper limit CSM to customer ratio when this kind of Account Based planning starts to become unrealistic? Is it 1 CSM to 15? 1 CSM to 10? I realize that there will be a range here. Thanks, --Muneer ------------------------------ Muneer Mubashir ------------------------------

Shari Late to this. I am just implementing an approach that combines the two - an approach I am calling Customer Development Planning. It's based on a simple premise that value drives revenue either by creating a stronger case for renewals and/or addressing additional pain/gain points that needs additional product capability to address it. Understanding the link between need, value and and product is the foundation. We are piloting it and when we have worked out the kinks, we will be sharing the ...

Hi Brooke, Congratulations on the new role! Coincidentally! Your first statement exactly applies to me as of today, l since I am starting out to create a CS team as well (plus in my 2nd week!) Lots of good comments / suggestions in the thread here. Thanks to all who contributed! My approach so far has been to understand our current customer journey, what has worked and what hasn't and define what CS really means for us given our business and that our offerings are not SaaS. I haven't yet started ...

I'm fairly new to the CS game, about 3 years into my career. I'm the only CSM for the small startup I work at and one of the things I've been tackling is trying to show the value to increase user adoption (of our platform). Right now we're competing against the status quo. It's an old, established industry (Commercial Real Estate lending) - any tips for increasing adoption rates and showing the value to customers? Thanks for what you guys do! Love the GRR community - woot woot! ------------------------------ ...

Hi, I am also building a CS department from scratch. I am working on building out process and workflows for the entire Sales/Trading org since we don't have anything clearly documented. CS is quite different here since they do not interact with the client at all (I will be changing that!). I have a CS person that is very junior so I need to upskill them to be more proactive and be able to someday own the client relationship. I am trying to put in processes, but getting some pushback on systems. ...

Hi all! Actively looking at options for CS Management Platform. We're heavily invested in Gainsight at the moment but recognise they are a lot more pricey than others. Really keen to understand people's opinions. For context, we use the following systems at the moment - - Zendesk - Salesforce - Salesforce Marketing Cloud - Tableau - Zuora Whatever nuggets of insight you can add would be much appreciated e.g. implementation time, support after implementation, risks, headcount addition, what ...

Josh, Yours would be an interesting use case to add. So far, many of scenarios are in B2b SaaS. A mixed approach of digital touch for on-prem & SaaS would make a great addition. Let me know if you like to collaborate, glad to get your insights. ------------------------------ Harish Maiya Tech driven CS leader ------------------------------

Sure thing. Your contribution is much welcome, it only makes the playbook better! DMing you to let know details. ------------------------------ Harish Maiya Tech driven CS leader ------------------------------