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 --...
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! :) --...
Thank you for hearing me out! Diverse opinions is what makes us better. -- Zeeshan Gauba Vice President of Client Success Segmint OH --
Just wanted to say thanks for your contributions on this thread. Really appreciate your experiences and thoughts here. It's a tough topic and one that I both feel passionate about and think it will play a part in the future of Customer Success. I'm trying to lean into it and learn. Thank you for...
I have a different perspective on the role of the CRO and how they represent the clients' interests. At the end of the day, all companies need to make revenue to stay in business -- that is no secret. The CRO has a vested interest in the well being of clients because happy clients continue to...
Enjoying the conversation. Thanks for the great perspectives here @David Ellin , @Andreas Knoefel , @Zeeshan Gauba , and @Ed Braunbeck . My take on the CRO: We recognize the need to address the creative conflict between the focuses of Sales and Customer Success: short term vs long term. But...
, while I agree with the comments to date, I'm going to go in a different direction. I've reported to CEO's, CRO's and CCO's (Chief Commercial Officers). My experience is that many CEOs are dipping their feet into CS and therefore, don't want to create a C-suite role (Chief Customer Officer)...
I assume that the CRO is the Head of new and recurring revenues and I am absolutely against it. Here is why: 10 years ago, with the rise of subscription/cloud/SaaS, we had Sales, ProServ, Support, Account Mgmt. That model fell flat on its face. Hence the emergence of Customer Success to carry...
Morning! I agree with -- you have to be aligned with the overall goals. I report up to the CRO and it has been a great partnership as we can streamline the transition between sales and post-sale processes. Also, there is better understanding and alignment from an upsell perspective. Thanks,...