Hi Andy -- Members of this community probably know what I'll advise... A strong Voice-of-Customer program would provide you with the right contacts that you'd (or, better, the business) be able to easily identify and engage in the right way (i.e. it's not much of an "ask" of the customer if they...
Hey Anthony! I am also building a CSM team in a startup like environment. The way I approached it is we have tiers for clients and then within each tier there are different level of CSM's. CSM's can advance to handle different tiers of customers or they can stay within a tier that they excel in...
Hi Stella! Welcome to the community. If your sales team is capturing the information that they SHOULD be capturing during the sales cycle in some sort of CRM system (e.g. Salesforce, Hubspot, etc..) a lot of that information already exists somewhere and you should get access to it. Regardless...
IMO, I think that's a bad idea. You need to give your CS team a career path. People are interested in more comp but also career progression. Comp isn't something you show on your LI profile or your CV. Moving from an Associate CSM to CSM to Senior CSM to Principal CSM shows career progression. ...
Mandate that customer asks need to be made through Customer Success. You're the gatekeeper and need to maintain that for the sake of your customer. Keep a log of every ask (in something as simple as Google Sheets) so you can track which customers are being asked what and not overburden them as...
Hi everyone, I wondered if anyone has a good system they have in place for small-mid size start-ups on controlling/funelling the asks of the business from customers. It's great to get customers involved but with sales asking for reference calls, marketing asking for appearances on panels,...
Hi friends! Accelerating the build of a CS team at a startup and have a chance to rethink design. Has anyone designed a CS team and leveraged generic titles? For instance, individual CSMs titles are all CSM or Customer Success Team and you do not have Sr. CSM and other such titles. However,...
Hey Matt, I am about to get my team and I to go through the Success Coaching courses. Did your team do the live certificates or the online resources? Would love to hear thoughts on the different ones. I'm New Zealand based, so am unable to do the live sessions. I wanted to make sure the...
Hi Katherine! Excited to hear about your recent launch. I remember those days-they are terribly fun. Our community is about 7 years old now and over that span I've tested out a variety of engagement and member programs, some more successful than others. Given you are in the early stages, I'd...