Home

Recent Activity

  • Welcome to the community and profession Edgar. Your challenge is a familiar one, shared by CSM's all over. There isn't a quick answer to this so I am going to rattle off some thoughts for you to consider: On one side, you need to be willing to listen to your customers and their needs, but at the same time, probe deeper into what they are asking and why they are asking for it. In my experience, I've found that applying techniques like 5-Why's to dig deeper into customer asks, tends to reveal ...

  • Hi everyone! This is my first question/discuss I create, so I'm very excited! 🎉 I started my Customer Success Manager journey 3 months ago at a small startup and I'm loving it!!! I'm finding that managing feature requests from my accounts is way different than during implementation projects, as they have a specific end date. I would love to hear different ways to deal with repeated feature requests conversations with customers, how do you track them and at what point it is proper to push more for ...

  • Hey Beth, This is an interesting question. I'll preface with I've never run into this issue with clients, however what do you use for your CRM? I'd imagine the same information is stored there. Has this concern been raised by multiple customers or just a few? I've worked with large construction firms that are very particular about how their data is stored, however, this has never come up. If need be, just put it in your MSA and reach out to CS software companies like Gainsight or ChurnZero with ...

  • Discussion

    Miro: Teams I have been on has used it with much success, @Pam Micznik. It's terrific for real-time collaboration. ​ ------------------------------ Jeff Heckler Director of Customer Success Solutions MarketSource, Inc. Top 25 CS Influencer, 2021 One of Watch in Saas, 2022 ------------------------------

  • The advice you've already been given is solid. One additional approach I've seen is a "Client Health" or "At Risk" team. It's a small team of folks who are responsible for pro-active and-reactive retention measures for a large book of small clients. You staff it with talented, tenured support reps who want a promotion path. They use data to identify existing retention risks and proactively engage with them to try and turn things around. They more reactively engage with clients who are calling in ...

  • Discussion

    We use UXPRESSIA. ------------------------------ Meenal Shukla Gainsight ------------------------------

  • Discussion

    Thanks @Pam Micznik, I'd not seen the Template pack. The Miro Community is good too and looks to be very active.​ ------------------------------ Liam Farley ------------------------------

  • I agree with Andrew because the purpose of a CS tool is to help scale. If you don't have the right foundations, you will be scaling zero. I've seen some organizations purchase as CSP they were not ready for. So there was a scramble to get their processes and goals in line because they were already paying for something they aren't prepared to use. Some things to ask yourself. Have you exhausted every tool in your tech stack and there are still gaps in visibility or capability? Are you spending too ...

Polls


Upcoming Events

Can you help a colleague? Here are unanswered questions:

  • Hi there, My business runs and delivers B2B demand generation campaigns for some of the biggest tech companies in the world. Right now our sole revenue stream is a Cost Per Lead (CPL) model, where each campaign/project typically runs for around three ...

  • Hello community! Can anyone share any resources or experience on best metrics to track the health of a SaaS company that has low ARPU and is 100% self service? (Eg. Users sign up on their own, like Mailchimp etc, not enterprise deals). Also would love ...

  • Hi everyone, At CloudHealth, we have two routes to market, Direct and Partner (mostly focused on MSPs). My team and I have had tremendous success investing early in Partner Customer Success, making it a separate team under the larger CS organization. ...

Top Members This Week

Top Members of All Time