Hi All, I'm at the same spot... busy building a customer Success division from the ground up, but for a professional services (data engineering and data analytics) company. Your handbook is a great guide , I was wondering if anyone had anything further to add for consideration? Thank you --...
First of all, please let me know what works/doesn't work for your team once you've completed this. I think there are some great comments posted above. I'm adding my two cents in case it's relevant. My organization's CS work is so domain-specific that you cannot hire a generic CSM to come in and...
Hey Emily! I've had solid success with this. We were going through a major product update at a company I was at - we had to transition all our customers to a new platform. We tapped into all our networks asking for CSMs who had been through a similar transition to discuss best practices, how...
We use Gainsight and a couple years ago when we were really pushing to move our CSM role from CS/Support to strictly success functions we had our Gainsight CSM do a 'day in the life' presentation (she also did one for our team managers that was great). Basically, she walked through what she did...
Hi all, Thanks for the time slots. Not surprisingly it's a bit hard to find a time for everyone in the short term. But 12:00pm EST next Wed, 5/19, looks like our best bet. Sam, I know this may be hard for you. My apologies. I've created a Zoom meeting for us. Info below. Please me know if...
Thank you so much, Steve, this is very helpful! I hope you have a great day -- Lex Miske EAG --
I am actually doing this right now. Some of these are specific to our industry but here are the chapters of the handbook so far: Getting On Boarded at Jones The Jones Story Framework Understanding Key Real Estate Companies and Terms Insurance 10 1 COIs 101 How Jones Works for...
Hi team Best for me (being in New Zealand!) is after ~4.30pm EST. I will work to accomodate a time that you all choose, however! I do not have a preferred day next week. Many thanks Sam Sam Olorenshaw Customer Success Manager M +64 27 212 8620 | W commonledger.com A ...
Our guest writer this week is the fantastic Jeremy Donaldson. Here, Jeremy maps out his real-life daily schedule as a Sr. CSM: -- One morning I decided to ask my 4 year old daughter, “What does daddy do for work?” “Daddy, you wake and have meetings. You take a break to have...
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Thanks for the offer, Andrew. As of now, I can make the following work: Tuesday 5/18: 5-5:30pm EST Wednesday, 5/19: 12-1pm EST Karen Bros Director, Client Success The Marcus Buckingham Company, an ADP Company 8350 Wilshire Blvd. Ste. 200 // Beverly Hills, CA 90211 c 612.719.8008 // tmbc...