Articles
Customer Meeting Facilitation & Summary Email Standards (Internal Use)
Purpose
Define how CSMs prepare for, facilitate, and follow up on customer meetings so every call is efficient, documented, and action-oriented. This ensures consistent customer experience and reliable internal handoffs.
Scope
App...
Customer Communication Standards - CSM
Purpose
This article defines the communication standards the CSM team follows when engaging with customers. The goal is to ensure clarity, consistency, and empathy in all interactions, while holding ourselves accountable to timelines that match...
Creating a Settlement and Release Document (CSM)
Overview
The Settlement & Release (S&R) document is used when Bold Group formally releases a customer from a portion of their financial or contractual obligations. These documents originate from Legal, and Customer Success is responsible for ...
CCC Template to Post in Salesforce Case (CSM)
CCC Template to Post in Salesforce Case
Re: [Customer Name]
What is the Request:
☐ Acquisition
Request legal documents showing acquisition and upload/drop in case.
☐ Billing Inquiry
Specify what...
How to Calculate Churn (CSM team)
What does churn mean for Bold Group?
In SaaS, churn represents the loss of customers or revenue within a given time period . For Bold Group, this needs careful definition because many customers use multiple products (e.g., AlarmBiller → Sedo...
Price Increase Template (CSM)
Subject: Regarding Upcoming Price Adjustment
Hi [Customer Name],
Thank you for reaching out and sharing your concerns. I completely understand how cost increases can be challenging.
The [X%] effective adjustment [Effect...
Understanding the MSA (CSM team)
This article provides CSMs with working knowledge of the Bold Group Master Services Agreement (MSA). While CSMs do not negotiate or interpret contracts, understanding the MSA helps us set accurate expectations with customers, recognize when to escal...
CCC Process for CSMs - License reductions, Cancellations, Billing inquiries
License Reductions
Acknowledge receipt of request with customer
Verify account page to check if there is flag stating authorized contacts
If not, proceed. If so, ensure contact requesting change is listed
Check what ...
QuoteWerks License Relinquishment Procedures
When a customer requests to relinquish some or all of their QuoteWerks licenses, the attached form needs to be provided to them to fill out and return to us. Once we have received their completed form, we return it to Julia Rivera at Quote...