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Do any of your organizations put a huge emphasis on G2 and/or Capterra reviews?
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A call to the Early Adopters
Hello and Good Morning! We're working on putting together a Public Launch plan for the Gain Grow Retain community. One thing that we'd love to include...some Direct Quotes from this group. If you've found value In this online community and are comfortable having your name associated with a quote - please leave a comment or…
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Does anyone send a survey to customers who are leaving to get any last feedback? If so, what questio
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Using NPS to improve overall customer sentiment
I've used NPS for years. At first, I wasn't a strong proponent and then I realized I was using the data all wrong. While I didn't have too many detractors, I was eager to move detractors way up to become promoters. Silly me. That would be like moving mountains. I finally learned that when you roll pebbles, they gain…
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Lost a client today...
Lost a client today... may be able to restructure and salvage 40% of contract. but... as of now i lost a renewal. Large client, 2yr deal , lots of opportunity. Thats all.. venting bc its a loss on a Friday. Not adding any learning lessson. Just that every renewal is gona be a battle this summer. budgets are tight and the…
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Voice of the Customer Program components
When developing a Voice of the Customer program, which elements of the program have you found most useful and which (in hindsight) would you have spent less time on or eliminated from your programs....NPS, Transactional surveys, Pulse Surveys, direct customer feedback, Executive Sponsors, Customer Advisory Boards,…
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The right role for the selling motion
The debate runs long whether or not CSMs should own the commercial aspects. There are many nuances to a business model, industry and end-user that could help determine that. (MAJOR GENERALIZATION) In general terms, we typically see that: * SMB --> CSM owns the commercial (renewal, upsell, cross-sell) * Mid-Market -->…
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Minor detail, but has anyone else noticed this glitch? It's the third or fourth time I see it happe
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CSM Led or Sales Led Account Management
Looking to speak to VP's or Head of CS that have collaborated with Sales to restructure their Account Management Strategies. For example, we want to define with more clarity the role of CS, Expand Sales and Renewals across different segments of our customer base. Should our strategic accounts be more Sales Led supported by…
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What's your best account recovery story?
Mine was an inherited account from another CSM. Supposedly green when I got it. I introduced myself as their new CSM and they unloaded a laundry list of issues. They also recently attended a tech conference and were actively shopping us against the competition. We lost our champion and she was replaced with a consultant…