Great stuff, Margaret. I believe your intentions of relationship building will transfer to the SaaS world, since buyers and users everywhere are - in the end - people . There are specific needs/goals for SaaS that I'm still learning too (we were recently acquired and are more heavily SaaS...
Pulse Everywhere is a FREE virtual conference happening on June 9th, 10th, and 11th, 2021. This year, you can expect to hear from 50+ speakers, watch 35+ sessions, and get access to hours of networking. It's a great opportunity to join a high-energy, super-connected online experience with fun...
06-09-2021 08:00 - 06-11-2021 13:00 PT
Hi all, I'm Margaret! It's nice to meet everyone and I'm really excited to be here! First off, I have to share that I am extremely blown away by the community and amazing resources to be found in the Customer Success world, which to me speaks volumes to the characteristics of CSMs --...
Hi everyone! I work for RealAtom, a SaaS technology company that helps facilitate commercial real estate transactions. I joined GGR hoping to meet industry professionals and to learn from people who have "been there, done that" in regard to customer success. Looking forward to connecting! :) --...
1. No, not currently 2. Ehh...I am torn on this. For our ACV and product, my fear is that most would self-select the highest touch possible which would then crush our team. -- Brian Hartley Senior Director, Customer Success --
1. No 2. We do not tell clients what tier they're in; ours is set up based on ARR. A+ are the top clients, then we group from A-C. All clients have a named CSM, however with C's representing the largest number of clients but least revenue, a goal is to have them utilize Support (email/chat/phone...
1. No. 2. We were moving to this model. We were creating GTM/Success Tiered packages, but they never got rolled out due to changes in the market. We need more clear definition for our product, service, support, and success, which is what was driving this decision. Additionally, it was to become...
I really like the approach of every client having a face a name, even if they're in the "lower" tier, Sana. And the concept of moving them only after year one is thoughtfully done, too! I agree that allowing the customer to choose their level could lead to discount discussions and complexity...
We use our segment designations (Strategic, Mid-Market, and Tech Touch) as internal more than anything. From the customer's perspective, we want to make it as clear as possible - you receive a name and a face to support you regardless of what your purchasing amount was. Having a customer...
Love this question - and debating to answer it in terms of what we do, or what I want us to do!? Arguably I will do both now. 1. No we don't, and based on how we do it (currently) we won't. However, on to part 2 of your question, and if we did this then I think we would do as it helps them...