Customer Success
A community for Customer Success Teams to navigate business challenges together
Discussion List
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Any New Framework for PPDIOO or PBM ?Hi All, Are there any Reports that have updated or refreshed the PPDIOO or the PBM (Plan Build Manage) frameworks? I wanted to connect with folks who are active in this area. Thank you, - raj - -
Time to Onboard Customer ??Hi All, After Customer purchases your service, How long does it take to have first engagement with Customer? How long does it take to on-board the Customer? I would appreciate any inputs, comments …
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How to better Customer Interactions?Hello Everyone, I am looking to answer the following questions/prompts. If you have any advice or resources please let me know.. thank you! 1. You never say "no"-- You do say what you can d… -
Outcomes from digital scale Customer Success?Do you have an interesting story to share about the benefits you've seen and the challenges you had to overcome in building digital scale into your customer success program? I had a recent discussion… -
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 … -
Frequency of surveysHello, as part of our focus on customer experience, surveys play a very important role. One question that always comes up is the frequency of the surveys. From your experience what would be considere… -
What are the best practices / resources for starting an online community for customers?Greetings! I am a CSM and am looking to start an online community for customers. I am interested in any resources (podcasts, articles, blog posts, courses etc) or best practices that might be out the… -
Digital Adoption Platform for servicesI'm wondering if anyone can recommend a Digital Adoption Platform (or equivalent) designed specifically for onboarding customers to managed services. Most seem to be designed for onboarding users to … -
Do you have any thoughts to share about SWARM?Hello! I am researching SWARM as a strategy and more specifically Team SWARM Strategy. I am looking for some insight on the principles of what it really means to SWARM, what it looks like in action,…
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Executive Sponsorship ProgramsI am looking to develop an executive sponsorship program around customer escalation. I have been conducting research over the past few days and am looking to talk with someone who has created a progr…
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How to track partial churnI was wondering if I could get some insight on best practices to track partial churn. We utilize Salesforce Opportunities to track our renewals and Gainsight as our CS tool. We can easily track full … -
Creating a platform to gather, build and consolidate best practices from multiple productsI am responsible for building out a platform and process for making project best practices openly available on the web. Where it becomes more difficult is that this platform would accommodate multipl… -
Staffing for "Floating" CSM CoverageHi, How are some of you managing if you have high attrition or churn in your CS org? Has anyone ever created a justification for a "floating" CSM? Thank you. -
How do you train/improve upon the skills of your Customer Success team? Certifications?This question has come up in a lot of conversations. Organizations are wondering what others have done when putting together an onboarding program for CSMs. Also what well-known certification progr… -
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… -
Knowledge Management Best PracticesBackground: We are looking to establish an improved Knowledge Management process and capabilities for collecting market and customer information, as well as internal insights from the company’s own e… -
Ideas for Hands-On Lab TrainingThe OneStream Certification Program exists for customer success purposes (i.e., to contribute to customer success via successful implementations as a result of establishing a thriving community of va… -
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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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…