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...
Sharing ROI is something that is a bit of a moving target with our product, since we're a B2B2B setup (our customers pass our service to their clients as a value add). However, we have developed a self-service ROI Dashboard where various customer contacts can login and see both quantitative (i.e...
We have a role open for a CSM that will be managing a long-tail of accounts. So we created a "case study" with some prompts for them to respond to. It's been a helpful supplement to the process -- Steve Botz Jones --
Jones - Distributed Account Case Study Exercise (1).docx
Hi CS Community! I am wondering if anyone here has any great assignments that they currently use during the interview process they are willing to share! We currently have an assignment that requires candidates to create a website and answer a client specific email example, but we are looking to...
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! :) --...
nger, frustration, disappointment – these are feelings no customer should experience when attempting to use your product. So how can you ensure they understand exactly what to do and how to do it? How can you help them reach that “aha” moment when everything clicks and your product experience...
04-29-2021 | 12:00 - 13:00 ET
This month’s coffee chat features Ed Powers , a Customer Success Executive and Strategist. Ed is known for helping teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. His approach combines neuroscience with data analytics and enterprise-wide...