In every company I've worked at, customer feedback and product ideas are funneled from customer-facing teams to product via a messy combination of JIRA, email, slack and one-to-one meetings. From there, understanding when and how the feedback is reviewed and prioritized usually feels like a black box and explaining the…
If you've been part of an org that launched a 2nd product, I'm very interested in picking your brain! Here are a few questions that I'm noodling on:* What challenges did you incur when switching from Gross to Net retention? What specifics did you have to solve for? * Did your org view this as two separate subscriptions,…
Hello all, How do you survey Product users? Personally for me I would prefer taking feedback from them inside the product, instead of email. However I have been speaking with some Product Folks and have got mixed responses, some prefer Email as they believe a Pop Up survey inside the App irritates the customers. In your…
Hey all - back from a period of annual leave and catching up on some posts, but one of my own.... Currently we (SAP) use a twice yearly wave of surveys that go to our customers with multiple questions regarding their experience using the Customer Success offering (it is a paid engagement) and the experience using our…
Hi All! I'm looking for a company that can create and deliver some onboarding swag. Different levels of branded gift baskets per persona/tier. While nothing can replace in-person kickoffs, I'm looking to give our customers who have high tier ARR a "welcome" gift as part of their onboarding. Ideally I would like to be able…
GGR Live: Boston | Scaled Customer Success | June 7 Effective Strategies to Reduce Cost via Scaled Customer Success In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without…
When Thursday, June 8 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
THE VAULT: Secrets of CS Leaders "Doing the right things" Its a cliche as old as time — “doing more with less” — we'd rather think about it as "doing the right things". Every business is different and every customer success leader has different challenges - but do we really? Join us in THE VAULT for an evening where…
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…