Customer Success
A community for Customer Success teams
Discussion List
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KPI to measure full impact of self-service strategiesMy organization is familiar with traditional measures of case deflection rates, however, as we develop better and more proactive strategies, we need to evolve this metric. In previous organizations, … -
Recommendations for Customer Journey Mapping consultantsDoes anyone have recommendations for a firm/consultant/expert who could help with customer journey mapping? First step will be to capture current state for specific segments. Thanks! -
What is the typical grace periods businesses offer for renewals after a product expires?Are there industry best practices or benchmarks for how long customers are given to renew after expiration? -
What pop-up survey tools do you use for measuring self-service?Self-service success and implicit case deflection are two of the key performance indicators for self-service, per TSIA's best practices. In order to accurately capture this, you need a pop-up survey …
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Support Services: Agent Metric Performance w/ variable ranges - a good idea?For those of us who run call centers, or call center adjacent departments (level 1 customer support) we know that agent performance is key and that we have access to loads of data to create scorecard… -
Best Practices for a Formal Product Release Training Program - Partners/CustomersWe're looking to launch a more formal product release training program and looking at industry/standards and best practices around Education/Enablement timelines and deliverables for partners/custome… -
Does anyone leverage CX training vendors?Do you have any suggestions for a vendor that offers bite-sized CX training courses for the support team, Similar to what does on security. I am looking for Bite-sized pre built tainting video's. V… -
Usage of AI in Learning & Development?I wonder if anybody came across numbers showing how many companies use AI in their L&K department? Maybe split into delivery, sales and production of courses? Do we have research around this insi… -
Is anybody tracking learning of their Clients with CLP (Continuous Learning Points)?It seems CLP is an emerging currency for tracking learning - I'm wondering who in this group already has experience. How do you convert hours to CLP? How do you issue the CLPs to your Clients? Any ot…
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Success Hub for Digital Customer Success in CommunityWe are beginning our DCS journey, including creating a foundational success hub in our community. I'd love to hear what other success hubs look like? What kind of content do you feature? Is it a sepa… -
Branding and Voice of Digital Customer SuccessAs we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are d…
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Is there a Support tool that stores customer specific info?Is there such a thing as one support tool that accommodates easy access to specific account data (like architecture diagrams). I want engineers working tickets to be able to reference information th…
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Digital Hesitation - Concept of MSP+ , interestingWas reading the TSIA Digital Hesitation Book and found the MSP+ concept really interesting, we have Managed Services but grouping that with Customer Success , seems a good combo !! https://youtube.c… -
Career Development for Partner Success Leadership RoleI'm working on my career development plan and trying to identify skill gaps I need to address. I've been searching Linkedin, Glassdoor and job search sites for examples of Partner Success Director, L… -
Does your organization have a Services Engineering function?Hello TSIA members, We recently established a Services Engineering function to serve as R&D for Services. I'd like to engage/learn/discuss with fellow members whose organizations have a Servies … -
CSM coverageHello TSIA community, I am conducting an internal conversation on how CSMs should cover our top accounts. A key question that emerged is the internal need from some of our business units to have the…
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Is Customer Success a Path to the C-Suite?I think increasingly the answer is a definite Yes. The charter of Customer Success is expanding in tech companies as they get religion around delivering seamless customer-first experiences & outc… -
Does Community play a role in Customer Success or just Support ticket deflection?Very interested to hear if/how tech vendors are using Communities to support Customer Success, particularly at Digital Scale, vs. as a low cost means of deflecting Support tickets.
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Experience with Gainsight Scorecard?I'm interested to hear about experiences using Gainsight Scorecard, and if you feel like you've nailed the measures.
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What are some best practices incentivizing customers back on SAAS post churn?Industry standard I have observed are automated 30-60-90 email touches. Anyone found success with other strategies? -
What is stopping your organization from measuring Customer Success ROI with a dedicated Data AnalystLeveraging data to streamline operations is paramount. Considering only 30% of Customer Success Organizations have a dedicated Data Analyst, what is stopping the other 70% of CS Organizations from im… -
Measuring Customer Success ROIIs anyone currently measuring their customer success ROI? What have you learned since only about 30% of CS organizations are? Quick Guide to Customer Success ROI -
Do you set customer adoption targets for CSMs?Do you set adoption targets for CSMs (either part of their comp or not)? If so, what are they? What do you track? Any other observations or recommendations related to adoption targets?
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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? -
Could you please recommend any certification program for Customer Success Manager ?Hi everybody, My name is Didier, I'm a part of the Customer Success Manager Team at Wind River, we are seeking this kind of certification program to get industry recognition beyond our internal badge… -
Partner led CSAn attendee from Interact has the following question: When selling XaaS solutions through a tier 2 distribution model, what have you seen put in place with Partners to successfully drive adoption of … -
Who manages the service offer at your organization? -including Customer Success, Support, ConsultingWe are a $1b revenue company with 4500+ employees. As we are building our own practice of the service offer management (including Customer Success, Support, and Consulting) I wonder how other organiz… -
How to avoid giving CS away for freeAttendee from Orlando wants to know how to prevent sales reps from giving away CS for free. Couple of quick tactics: Have clearly defined CS offers that do have defined prices. Clear discounting pol…
Categories
Popular Tags
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