Customer Success
A community for Customer Success Teams to navigate business challenges together
Discussion List
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Digital touch Customer Success approach (1000+ customers)Hi, TSIA community! We are planning to set up an automated workflow (using the CSM platform) with no personal interactions. Our product portfolio does not have a usage statistics feature and it will … -
Cloud: CSM and TAM and BDMAnyone interested on benchmarking regarding org structure and role separation among CSM, TAM, and BDM, in a cloud sales motion context? Thanks, -
What are your Customer Health Score categories?We are re-evaluating the naming convention of our Customer Health Score and trying to move away from the traditional Green/Yellow/Red categories. I've researched a few options, but looking to see wha… -
Who is responsible for documenting the value being delivered to the customer?The value innovation cycle proposes a cycle of Create Value Communicate Value Deliver Value Document Value Capture Value (this is where pricing comes in) Create Value All this turning around a deep u… -
How are you approaching strategic planning for 2021?It is that time of year again, and many of us are developing our plans for 2021. How are you approaching this? What planning frameworks are you using? What goals are you setting? How will you be meas…
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Is there a trade off triangle for customer successI have been thinking a lot about tradeoff triangles recently. One classic is the project management triangle of Cost-Time-Quality. I have been reading Software Engineering at Google: Lessons Learned …
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We are in the process of evaluating a new Customer Success Tool.The challenge is to find all requirements in one platform. It would be interesting to get your feedback on the type of platform your Customer Success Managers use to track: Health Monitoring Lifecycl… -
How is your company measuring readiness related to conceptual frameworks/project management?Defining the frameworks is just one step towards managing a large scale project involving several disciplines. What qualitative measures are you utilizing to measure behaviors related to success? -
What Customer Success innovations are on your roadmap?I was wondering what kind of CS innovation you are considering these days to drive customer value and reduce churn. I wonder if anybody is leveraging any new technologies or trying any new processes.… -
How to measure self-service rate in the community?Hi All, I would like to know how can I measure self-service rate in the community? is there a industry standard on how this should be done? And is there any benchmark for this measure? Any insight w… -
Professional Services (within a Software vendor) Day rates in EuropeHi I would like to know actual day rates from Professional Services departments inside Software companies in Europe. I also would like to know average dealsize/ project size these PS departments norm… -
How is your CSM team adapted to being VirtualCSM ?CSM role is relationship-based engagement, would love to hear challenges, impact and ideas on ensuring CSM value is not diluted with 100% virtual customer engagment. -
What metrics (e.g. KPIs) does your customer success team get measured on?How do you track these metrics? Are these metrics tied to CSM compensation? -
How are you monetizing customer success?Any ideas on customer success portfolio management and how to drive effective monetization or new strategies post COVID-19?
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What are the key components of a customer success program?Customer success is very different from customer support. The former is focused on understanding your customer's business and how you contribute to their success. The latter is more about your own pr…
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Where does Customer Success "live" within your organization and why?Acknowledging that Customer Success culture should ultimately span the entire organization, when we look at the Customer Success function (the folks ultimately responsible for supporting the customer… -
Who are some of the most customer-centric B2B companies?I would love to get impressions, opinions, and thoughts on who the most customer-centric B2B companies are. We are launching a CX Initiative ourselves, and we'd love to chat with other companies abo… -
Renewals Process (do you sign an agreement or just send an invoice)I am really curious about how many companies have a defined renewal process where a customer has to sign an agreement to continue their services. Basically, if they don't sign, an invoice never gets … -
Reporting & Analytics Technology Recommendations?What tool(s) are you using for going beyond basic reporting into advanced analytics and predictive data science? If Gainsight is part of your technology stack, are you using the reporting functional… -
What are the "vital behaviors" of a CSM?Does your company have a prescriptive approach to Customer Success? I'm curious to know if your org has defined a road map of key activities for CSMs to complete on a weekly, monthly, quarterly, or a…
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How are you monetizing customer success?Customer success is a key function in the subscription economy. One can argue it is the key function. It is also getting more and more recognition in all B2B business models. Successful customer succ…
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Should customer success professionals have some form of certification?Customer success is emerging as a core profession, as important as product development, sales or marketing. In such situations, one often finds a number of (potentially competing) certification progr…
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RE: Customer Success offer - how do you manage service entitlements, at a site, enterprise, etc?Working on several levels as we are monetizing our CSM offer, an Advanced level - and an Advanced Enterprise level. I'm interested in understanding how best to allocate the CSM engagements when mul… -
Defending the Customer Success team with Cross Functional Peers Questioning ValueWith pressure on all Tech Software companies to at a minimum, maintain the revenue status quo (and margins), to minimize churn and continue the upward trend in NPS, I continue to come across extended… -
The Next Level of Scaling Customer SuccessDo you have a question for me related to the webinar topic below? Please ask your questions here Any question we miss during the webinar we will be addressing here in the community following the live… -
How are customer success concepts being applied in healthcare?Customer success has become a rich discipline with its own tools, best practices and competency models. It is most common in subscription businesses, and a number of companies in healthcare and medic…
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What are the 1st Steps Towards Establishing a "Customer Success" Structure?For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?