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RE: Building a CSM team from the ground floor....

Hi, I am also building a CS department from scratch. I am working on building out process and workflows for the entire Sales/Trading org since we don't have anything clearly documented. CS is quite different here since they do not interact with the client at all (I will be changing that!). I...


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RE: Client does not see CSM as source of truth, default is to try and connect to other team members

Hi MC, the best strategy is to manage it head on. I have the following recommendation: Look at the revenue contribution of this client as a percentage. Big revenue contributing accounts have a way to escalate pretty fast up the chain. Do an internal level stetting (make sure that the...



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RE: Building Customer Success Excellence in Salesforce

Hey Chandler, I can't offer any insights as we're smack in the middle of the implementation project now. However, if I'm being honest, I'm still incredibly skeptical that SFDC will really provide the value that CS teams need for success. Having said that, I'd be interested to hear from others...



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Connecting VOC with ROI

👋🏻 GGR community! I've seen quite a few posts in this community around Voice of the Customer (VoC) and people seeking advice on how to get started. I wanted to take the opportunity to ask this community a slightly different question for those of you that have implemented a program: What ROI...



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Building Customer Success Excellence in Salesforce

Hi GGR Community! The company I work for, OpFocus , is working on putting together a panel discussion on Building Customer Success Excellence in Salesforce. As a Revenue Operations consultancy, we face a lot of organizations struggling to leverage their Salesforce platform to support Customer...


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RE: Starting a CS Org for a Telecom

Bernard - I also work for a telecom company and we have implemented a CS model this year. What we have learned is that you can assign, segment, strategize however you would like, but buy-in from service delivery, billing, sales, etc. will be critical to your success. Also, not sure who you...


Event
CSM Mastermind: The Art of Success Discovery

Discovery conversations are crucial for Customer Success. These conversations not only help you establish a strong foundation with your customer, but they also help you understand the customer’s desired business outcomes. It allows customers to be completely transparent and share both their...

 08-18-2021 | 14:00 - 15:15 ET