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Tips for aligning CS and Sales, whether CSMs should be product experts, the important math of CS

Tips for aligning CS and Sales, whether CSMs should be product experts, the important math of CS

by Abby Hammer | Nov 17, 2016 | Team Strategy

At a high level, the journey from prospect to customer seems very straightforward: start in marketing as a lead, get handed off to Sales once qualified as a good prospect and finally arrive in Customer Success to be onboarded and made successful. But what happens when...
QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption

QBR mistakes to avoid, how annual plans can reduce churn, linking customer education to product use and adoption

by Abby Hammer | Nov 10, 2016 | Adoption, Churn, Engagement

Churn Fighting Focus: QBR Mistakes for CSMs to Avoid Too often Quarterly Business Reviews provide little or no additional value to the client and lack focus, accountability or incentive for your client to make this meeting a priority again. It is up to you...

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