Hello everyone, I totally recommend GGR as a great place to learn and help :) I'm working on developing a customer success framework in the company I currently work in, which is a Saas company. I have never developed a framework before so I'm learning as a go, I'm just waiting for the green light to start the project. I…
Would love to hear from companies that have a single CS team supporting multiple product lines and how you define engagement model across areas of the product.
Hey GGR family. I have been solely focused on CS Enablement for the past year plus, and it seems almost weekly I connect with someone in the field who is just entered a CS Enablement role or is thinking about getting into it/starting it at their company. However, I always get the same question: "Where can I learn more…
Gain, Grow, Retain Community, I am happy to be here! I recently started a role focused around Value Realization Strategy to solve a challenge around consumption of technology. I've spent last year at a SaaS startup breaking into the "Customer Value Management" Market, focused on value throughout the customer journey. From…
Hello. We are looking to include the post-onboarding CSAT score as part of the onboarding team's bonus calculation. I want to make sure that the questions we ask give us an read on the onboarding manager's performance as well as the company's overall performance with onboarding new clients. Given this, what (quantitative)…
I feel like this topic may have been touched upon earlier but I can't find the exact thread I am looking for (maybe I am wrong and it hasn't) - so I apologize if this is a repeat. I am wondering how others handle contract negotiations. Not upsells or starting the discussion about the contract renewal, but rather…
Hey GGR community, I'd love some advice! I discovered customer success a few months ago and I've been avidly researching it ever since. I've worked as a 911 Dispatcher for the last few years but customer success ignited a passion in me that I didn't know I had. I'm so excited to say that I just accepted a CSM position and…
I would like to build out a framework for: Value Consultant- at an exec level to define the plan & value across the organization CSM - Deliver and Mange plan Has anyone done this? Was it successful? How did the Consultant and CSM work together to define roles and handoffs?
Hi All, I'm researching in-house Strategic Advisory teams within our organization. To be clear, these are not product advisors rather people that have worked in the industry that we sell to - i.e. customers. The reason behind this is that although we have brilliant CSMs, they are not from our customer base and therefore…
Hi All - We're a smaller team (currently 3 CSMs, myself included). As things stand today, our CSMs are directly assigned to accounts in a pretty dedicated and traditional fashion (~75+ accounts per CSM). We focus mostly on SMBs giving us a high number of customers making it not scalable to have a dedicated CSM for all…
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