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RE: Playbook Question? As well as suggestions for building a Customer Success Department for Non-SaaS and SaaS

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 ​​ --...


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RE: Anyone have experience having other CSM's come speak to your CSM team?

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...


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RE: Anyone have experience having other CSM's come speak to your CSM team?

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...


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RE: Anyone have experience having other CSM's come speak to your CSM team?

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...


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RE: CSM Tiers (aka CSM1 and CSM2)

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...


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RE: Playbook Question? As well as suggestions for building a Customer Success Department for Non-SaaS and SaaS

Thank you so much, Steve, this is very helpful! I hope you have a great day -- Lex Miske EAG --


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RE: Playbook Question? As well as suggestions for building a Customer Success Department for Non-SaaS and SaaS

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...


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RE: CSM Tiers (aka CSM1 and CSM2)

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 ...


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A day in the life of a Sr. Customer Success Manager - by Jeremy Donaldson

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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RE: CSM Tiers (aka CSM1 and CSM2)

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...