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  • Hi Andy -- Members of this community probably know what I'll advise... A strong Voice-of-Customer program would provide you with the right contacts that you'd (or, better, the business) be able to easily identify and engage in the right way (i.e. it's not much of an "ask" of the customer if they tell you they want to do it!): - A steady stream of promoters/advocates to leverage as case stories, sales training, etc -- they are PROMOTERS and are telling you they want to help! - End-user contacts that ...

  • RE: HubSpot

    Discussion

    We use HubSpot and I have been trying to figure out how to manage Customer Health Score in it or if I should look at other tools. Very curious to see what insight others have! ------------------------------ Brooke Carrie Director of Customer Success ------------------------------

  • Discussion

    Hey Anthony! I am also building a CSM team in a startup like environment. The way I approached it is we have tiers for clients and then within each tier there are different level of CSM's. CSM's can advance to handle different tiers of customers or they can stay within a tier that they excel in and still have room to advance. I feel like it is important for people to see there is room for advancement and most people view advancement in titles and not just job duties/compensation. Happy to share ...

  • Hi Stella! Welcome to the community. If your sales team is capturing the information that they SHOULD be capturing during the sales cycle in some sort of CRM system (e.g. Salesforce, Hubspot, etc..) a lot of that information already exists somewhere and you should get access to it. Regardless your CS team should have a good understanding of your customer, why they purchased, and what they are expecting to get out of your solution. That's core to the sales process and there MUST be a transfer of ...

  • Discussion

    I've done this a few times for clients, being the outsourced vendor who performed these surveys. I think it's a great idea and we got a lot of great information from it. A few recommendations based on my experience: Have an outsourced 3rd party do the work for you-always the best approach to get the most inciteful feedback Keep the discussion to 30 minutes or less-so important not to take up too much time from someone who no longer wants to do business with you if you want to get some info from ...

  • Discussion

    IMO, I think that's a bad idea. You need to give your CS team a career path. People are interested in more comp but also career progression. Comp isn't something you show on your LI profile or your CV. Moving from an Associate CSM to CSM to Senior CSM to Principal CSM shows career progression. My two cents. Andrew ------------------------------ Andrew Marks SuccessHACKER ------------------------------

  • Mandate that customer asks need to be made through Customer Success. You're the gatekeeper and need to maintain that for the sake of your customer. Keep a log of every ask (in something as simple as Google Sheets) so you can track which customers are being asked what and not overburden them as well as spread the asks out over the customer base. You own customer success. Not overburdening them with asks from the business is part of that. This mandate needs to come from the top down. Make sure you ...

  • Hi everyone, I wondered if anyone has a good system they have in place for small-mid size start-ups on controlling/funelling the asks of the business from customers. It's great to get customers involved but with sales asking for reference calls, marketing asking for appearances on panels, product asking for UX interviews, sales enablement asking for case studies, it can end up asking customers to help us be successful more than the other way round. I'm working on making sure the asks are in the beats ...

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  • Hey, GGR community! Inspired by this State of Customer Success 2020 report by Gainsight, I'm looking to replicate the same for the Asian community of CS practitioners, specifically South East Asia. For a bit of context, w hile the discipline is gaining ...

  • Hello, community - I've recently moved to a new company to manage their CS department and prior to me joining, they deployed Freshsuccess but have yet to adopt it. So as expected, first on my list is implementing Freshsuccess into our workflow. One ...

  • Hello CS Experts. I am working on developing success plans and primary objectives for the buildout of my Success team. I understand how early in the tenure of a client there would be several key objectives that can be realized over a year or more. ...

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