ChurnZero

MAY 15, 2024

73%) Supporting CSMs in difficult customer situations. (71%) 67%) Elsewhere in the survey, 68% of CSMs say they like and appreciate their managers. The issue, however, is that interpersonal leadership skills alone won’t help CSMs hit their goals in 2024. Download the 2024 CSM Confidential Report here.

Leadership 52

Leadership Customer Success Scale Management 52

ChurnZero

DECEMBER 27, 2019

CSM Confidential – Part 1: Difficult Customer Conversations . This was our first installment of CSM Confidential – where real-world CS practitioners give their unfiltered responses to some of the most challenging, frustrating , and cringeworthy CSM experiences. We’re honored to be recognized as : .

Technical Review 64

Technical Review Software Review Churn Customer Success 64

CustomerSuccessBox

MAY 17, 2021

For example- You send an email to the customer for Onboarding detailing the steps to importing data, creating a new report or starting a new project, etc. How many have actually created the report or imported the data? In reality, if the last login was 10 days ago, it should get flagged and alert the CSM. Segmenting Customers.

Retention 52

Retention Payment Features Scale SaaS 52

SaaStr

MARCH 1, 2019

CSMs tend to have different personalities and different desires than an account executive. Tom Tunguz: The second reason that we’re starting to see this kind of demarcation between CSM and AE, particularly for the upsell has to do with compensation. And then the second would be the amount of the upsell.

Scale 115

Scale SMB Sales Recruiting Sales Hiring 115

SaaStr

JANUARY 3, 2020

CSMs tend to have different personalities and different desires than an account executive. Tom Tunguz: The second reason that we’re starting to see this kind of demarcation between CSM and AE, particularly for the upsell has to do with compensation. And then the second would be the amount of the upsell.

SMB 26

SMB Sales Recruiting Sales Hiring Scale 26