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...
1. Prioritization is my biggest detractor 2. Early stage SaaS is the reference. 2 or 3 CSMs. Well defined process is lacking, and attention management is challenging. you have good people, with good biz sense - you can get good process in place but the first action is to ensure that your 3...
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 --...
Event Information Looking for a community of customer success peers? Come join us to learn, share and network. Over 60 minutes, we’ll make sure we answer two key questions: Can we help you meet someone new? Can we give you one actionable takeaway to implement at your...
07-01-2021 | 18:00 - 19:00 ET
Looking for a community of customer success peers? Come join us to learn, share and network. Over 60 minutes, we’ll make sure we answer two key questions: Can we help you meet someone new? Can we give you one actionable takeaway to implement at your company? ...
05-06-2021 | 18:00 - 19:00 ET
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...
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! :) --...