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RE: Building a CSM team from the ground floor....

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...


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RE: Topics of discussion for leaders joining the introductory meeting with customers

thanks Surendranath - this is very useful! -- Marco Carrubba Director EMEA Cloud Customer Success VMware --


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RE: Customer Welcome Pack - Feedback / Suggestions

Hi Chris, Great to hear that you've already created one. I'd love to take a look if you are able to share it with me, I can take a look and then reach out if I have any additional questions. Thanks, Kintu -- Kintu Joseph Tealium --


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RE: Topics of discussion for leaders joining the introductory meeting with customers

Hi Marco, In our current organization, we do practice it occasionally (depending on the size of the customer), but I wish to see it happening by default for all customers with a certain $ value. Anyhow, I wish some of the below (if not all) to be covered in those meetings: Understanding Customer...


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Topics of discussion for leaders joining the introductory meeting with customers

Hello, I started an initiative to establish the principle that senior leadership gets invited to the discovery meeting with the customer (the meeting that positions Customer Success before the onboarding). Do you do the same? If so, what topics do you find work for the customer for you to...



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RE: Customer Welcome Pack - Feedback / Suggestions

Hi Kintu, I recently created one and would be happy to share and discuss. Feel free to reach out! Thanks, Chris -- Christopher Bulkley Principal, Customer Success Real Chemistry Windham NH 603-401-6821 --


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RE: Customer Journey Mapping

I agree with this. We made it in Google Sheets and frankly we almost never revisit it. It gets updated if we change something in the journey and it's very useful for newcomers, but the process of creating it is more helpful and important indeed. -- Dana Pavel Sr. CSM --


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RE: Customer Welcome Pack - Feedback / Suggestions

Hi Mohammed, Thank you for your suggestions, they are super helpful. Gives me more food for thought when considering what to include in this collateral. The last thing I would want to do is to overwhelm them with amount of new information coming their way. Thanks again! Best, Kintu -- Kintu...


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RE: Customer Welcome Pack - Feedback / Suggestions

Hello Kintu, I have worked on these lines but not in such a detail as you have thought it out to be. I had the welcome kit in three phases Here is how I shared it in my previous org Phase 1 - Relevant information related to their accounts, contact details of me & my manager(in case I am OOO...