Hi Laurie - here is a Performance-based metric scheme that could be useful to you. Very specific to driving right behavior around a bonus payout (monthly or quarterly). This is early stage CSM org where you need to "protect this house" and get renewals in order. The next phase would be to...
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...
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 --...
Great question, @Laurie Barlev , and your concern about 'malicious compliance' is a good one. Some thoughts: First, kudos on measuring a factor that leads to a result. Ongoing contact is indeed essential to building relationships, so your approach is spot on. And you definitely must 'inspect...
Hi @Laurie , I'm so glad to see your post/question! It's not a "given" that CSMs should be responsible for strengthen account/customer relationships, nor are intermediate "process-metrics" as you describe well-adopted. That said, I'm not sure you just want meetings as your intermediate outcome...
I really like asking someone to build out a deck about a topic or issue that they know and can teach something about. It could be a hobby or a previous product that they supported. It should include an explanation of the topic along with a walk-through of some aspect of the topic where they are...
Thank you Jim! This is indeed very helpful. I like the idea of the customer intro email as I would not want the exercise to be too taxing on the candidate. Appreciate the insight! -- Sarah Evans TrackTik --
Hi : A couple things come to mind: I was on a webinar yesterday where the speaker was talking about building a CS team from scratch. He said they use the DISC profile as part of the assessment process for new candidates. They do this to assess personality and culture fit. I've used an...
Sure thing!! I'm glad you found these questions helpful! -- Erika Villarreal Customer Success Manager --
Hi there GRR community! I have a question for you. I am currently conducting interviews for CSMs and CSEs and am looking for ideas on exercise/homework I can assign to candidates to better assess their skills. Does anyone have examples they could share with me? Thank you! #CustomerSuccess ...