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RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

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,...


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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: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

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 --


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RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

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 --


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RE: Client does not see CSM as source of truth, default is to try and connect to other team members

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...


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RE: Ask Me Anything w/ Jay Nathan & Kristi Faltorusso

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 --



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Client does not see CSM as source of truth, default is to try and connect to other team members

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...


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RE: CSM client load and moving from a sales led to a product led strategy

Hi Michael, I am curious why you have framed it as Product led growth, and not Customer led growth? Opinion- hence the question above: It starts with a deep customer understanding (goals/needs/pains/challenges and how effectively your company can address the need/pain relative to competition)....


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RE: Can the GGR Podcast go parabolic??

Would love to have my companies COO or CEO featured on the podcast We are an incredible BPO company called Peak Support. Let me know if we can discuss this further ​ -- Laura Galvez-Pollo Peak Support --