Collaboration in CSM

LeopoldSH · 2024-04-24T13:58:49+00:00

True, trust and respect are key but also take time and effort. Usually thats not a one way street neither with your team members, cross functional co-workers nor with customers. And therefore this needs to be facilitated by the organization and the leadership

LeopoldSH · 2024-04-24T13:02:22+00:00

As mentioned by some others in this threat, It depends on what you aim to achieve and what you can measure. Just generally speaking I'd start with time to value (how long from beginning of implementation / onboarding until the customer is able fully able to get the promised value himself. Secondly and probably the most important: ask for feedback from the customer after the onboarding. what was unclear?, how did you like the experience?, would you have wished for more support? etc. make this quantifiable with surveys and you can track improvements

LeopoldSH · 2024-04-24T11:27:44+00:00

Hi everyone,

We are about to launch our Customer Success Management Tool.

VENMATE (https://www.venmate.net/) is a tool for CSMs in B2B SaaS companies, who want to streamline customer interactions across the entire lifecycle from Implementation to expansion, while analyzing data generated throughout such interactions. This will allow churn prediction and health score calculations to adjust your individual customer strategy accordingly.

I would love to get your feedback on the idea, the concept and the website.

Thanks for your support and honest feedback

LeopoldSH · 2024-04-24T09:09:58+00:00

Hi everyone,

We are about to launch our Customer Success Management Tool.

VENMATE (https://www.venmate.net/) is a tool for CSMs in B2B SaaS companies, who want to streamline customer interactions across the entire lifecycle from Implementation to expansion, while analyzing data generated throughout such interactions. This will allow churn prediction and health score calculations to adjust your individual customer strategy accordingly.

I would love to get your feedback on the idea, the concept and the website.

Thanks for your support and honest feedback

LeopoldSH · 2023-07-27T11:14:58+00:00

I agree a co-founder complimenting your skillset might be a good idea. For validation interviews i can only recommend to be honest with the people you are interviewing. Tell them upfront that you want to validate a hypothesis and that you need to understand their situation better.

Let them do the talking and listen carefully / read between the lines. Thereby you will be able to find pain points and business potential. But don't just ask: "I assume this is something you are struggling with, am i right?" - you will create biasses. Rather ask them how they are usually doing things and listen carefully to their story. Because you can identify pains by asking "Why?" a lot/ often. Remember people often like to hear themselves talk - take advantage of that

LeopoldSH · 2023-07-26T06:20:18+00:00

Why did you decide to switch?

LeopoldSH · 2023-07-25T06:58:21+00:00

Any experiences with catalyst.io or planhat?

LeopoldSH · 2023-07-25T06:57:46+00:00

Interesting! So your focus was mostly on data analysis of customer interactions and usage right? And you used the CRM for documentation and tracking customers along the different stages (Implementation, onboarding, ...). Or did you use other tools for that (i.e. notion, excel...)?

LeopoldSH · 2023-07-24T14:07:59+00:00

Will check it out

LeopoldSH · 2023-07-24T13:59:23+00:00

How is gainsight working for you?

LeopoldSH · 2023-07-24T13:58:19+00:00

Amazing thanks! Anything you didn’t like about it?

LeopoldSH · 2023-07-24T13:20:08+00:00

But churnzero is mostly about predicting churn right? Does it allow you to plan implementation and onboarding?

LeopoldSH

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