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We use Gainsight and a couple years ago when we were really pushing to move our CSM role from CS/Support to strictly success functions we had our Gainsight CSM do a 'day in the life' presentation (she also did one for our team managers that was great). Basically, she walked through what she did on a daily basis utilizing their software (of course) to support her customers, what she looked for as 'red flags', how to manage/monitor her book of business, prioritization, etc. While it was very geared ...

Hi all, Thanks for the time slots. Not surprisingly it's a bit hard to find a time for everyone in the short term. But 12:00pm EST next Wed, 5/19, looks like our best bet. Sam, I know this may be hard for you. My apologies. I've created a Zoom meeting for us. Info below. Please me know if you can't get this to work for you. You can also email me directly and I'll formally add you to the meeting invitation. Here's me: andrewtshoaff@gmail.com https://calendar.google.com/event?action=TEMPLATE&tmeid=NG1lc3U4bG5rZ3BxOTczMmU0cDFtNm9zMjkgYW5kcmV3dHNob2FmZkBt&tmsrc=andrewtshoaff%40gmail.com ...

Thank you so much, Steve, this is very helpful! I hope you have a great day ------------------------------ Lex Miske EAG ------------------------------

I am actually doing this right now. Some of these are specific to our industry but here are the chapters of the handbook so far: Getting On Boarded at Jones The Jones Story Framework Understanding Key Real Estate Companies and Terms Insurance 10 1 COIs 101 How Jones Works for Different Real Estate Owners Jones Customer Profiles Expectations of Jones Success Personnel The Jones Customer Journey The Jones Implementation Process The Auditing Process Customer Team OKRs (Objectives ...

Hi team Best for me (being in New Zealand!) is after ~4.30pm EST. I will work to accomodate a time that you all choose, however! I do not have a preferred day next week. Many thanks Sam Sam Olorenshaw Customer Success Manager M +64 27 212 8620 | W commonledger.com A Level 3, 2-12, Allen Street, Wellington, NZ | |

Our guest writer this week is the fantastic Jeremy Donaldson. Here, Jeremy maps out his real-life daily schedule as a Sr. CSM: ------------------------------- One morning I decided to ask my 4 year old daughter, “What does daddy do for work?” “Daddy, you wake and have meetings. You take a break to have breakfast with me. Then you take me to preschool. You go back home for more meetings. You pick me up from preschool. We have lunch then you go take a work call while I nap. When I wake ...

Thanks for the offer, Andrew. As of now, I can make the following work: Tuesday 5/18: 5-5:30pm EST Wednesday, 5/19: 12-1pm EST Karen Bros Director, Client Success The Marcus Buckingham Company, an ADP Company 8350 Wilshire Blvd. Ste. 200 // Beverly Hills, CA 90211 c 612.719.8008 // tmbc.com Creator // Stimulator This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not ...

Good Morning Everyone, I hope you all are having a wonderful Tuesday so far! I am building a customer success department for my entire organization from scratch. I was curious what you all include in your Customer Success playbooks? As well as if anyone has any suggestions for building a CS department from scratch would be appreciated. If you have any experience with deploying CS to a non-SaaS organization it would be great to hear how you accomplished it. Sorry for the question overload, thank you ...