Home

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 ------------------------------

Hi MC, the best strategy is to manage it head on. I have the following recommendation: Look at the revenue contribution of this client as a percentage. Big revenue contributing accounts have a way to escalate pretty fast up the chain. Do an internal level stetting (make sure that the internal stake-holders will support you in this conversation). Also loop in Product folks who might be eager to respond to the customer, and inadvertently might be reinforcing this behavior. Understand what ...

Only thing I'd add to this is that Customer Led Growth is part of the transition from 1.0 to 2.0 Success Leaders.​ ------------------------------ Chris Hicken CEO @ 'nuffsaid | Advocate for CS Leaders ------------------------------

I lead a success team at a software company. We have an instance where a client constantly asks to be connected with other resources in the company beyond the CSM. It sometimes is a result of the CSM setting epectations or delivering news that is out of scope for our software, but most often it is just he default for the client to ask to be connected with memebers of the product team or leadership. Our company does not operate that way, we run lean and there are not other resources to speak to on ...