Gainsight

AUGUST 5, 2022

While specialized CSMs may be asked to perform different metrics, objectives, and activities based on their industry or company, baseline CS skills have strong commonalities across all business segments. The first is to have a firm grasp of your industry, category, and product. You can better advise on valid customer pain points.

Reporting Tools 59

Reporting Tools Feedback Software Technical Advisors Data Visualization 59

Userpilot

JULY 13, 2021

Most SaaS businesses recognize that interactive walkthroughs are a helpful onboarding tool , but few use them correctly. Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. That’s a product tour , and you should avoid those.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 98

Gainsight

NOVEMBER 23, 2020

Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly. I began as the Director of Support, then took on Customer Success, then Onboarding. The more you can tie to specific business goals or metrics, the better.

Analytic Tools 52

Analytic Tools User Testing Reporting Tools Data Visualization 52