Q . Dear Abby Hammer, After working in customer-facing roles for several years, I’m familiar with Customer Support and Customer Success being referred to interchangeably. While we know that’s not the case, our book of business has been growing steadily which has brought new questions...
3 Comments - no search term matches found in comments.
Q . Dear Abby Hammer, A few of my CSMs are facing customers who have stopped responding to calls or emails. Between our customers working from home and the start of summer, it is hard to tell if non-responsiveness should be a cause for concern. How can my team re-engage these customers?...
Q. Abby Hammer , Things at work have been hecti c to say the least . Weekly one-on-ones are now seem ingly impossible to schedule with my team. How can I use ChurnZero to stay on top o f my CSMs ’ activities ? I’d like to stay close to ...
Q. Dear Abby Hammer, I’m planning to shift around some of my customers to different CSM's on my team. How can I use ChurnZero to ensure a smooth transition? I’d like to minimize the impact on our customers and make sure they still feel supported. -Seeking a Smooth Transition A. Dear...
Q . Dear Abby Hammer, My company is less experienced when it comes to driving expansion sales. Our CSMs sometimes feel timid asking customers for money. That said, we know that in order to grow, Customer Success (and expansion selling!) is key. We worry about striking a balance between...
Q . Dear Abby Hammer, As my company looks ahead to 2021, we’ve put a big emphasis on mastering and accelerating our customer onboarding process. To put it simply, our new onboarding mantra is “better, faster, stronger!” As we look to refine customer onboarding, we’ve taken a hard look at...