All, If you are in a SaaS business and use CSMs, do your license contracts specify level of CSM care?
Hi GGR community, Transitioning Customer Advisory Board (CAB) and Partner Advisory Board (PAB) programs from in-person to a redesigned virtual program will continue in 2021. I've spent the last 8 months redesigning new programs and have learned a lot about what works and what does not. (I've facilitated 15 Advisory Board…
Hi all, I have some questions for you all as we search for the right NPS solution for our org. I'd love to hear from you on the below items if you are in SMB: 1. What tool do you use for NPS? 2. Does it allow you to customize the email or message (ex: Hi {first name}, .... ) 3. Does it allow automatically scheduled…
What do you call your High-Value Client segment?
Hi community, What are some titles you use for the onboarding role within your CS org? As in, if you have a separate onboarding organization from the CSM - what titles do you use? I've seen: * Solutions Architect * Solutions Engineer * Onboarding Specialist What else? THANKS! Rich
Hi everyone! I am coming up on a third and final round of interviews for a Customer Success/Support position with a CEO of a fairly new startup. They launched 2 years ago, just got their seed funding and are expecting to double in their head count in the next 6 months. What are some of the questions you would ask and why?…
Hi CS Friends, I am part of a small CSM (but fastly growing) team of 4 CSMs and our director. We are brainstorming the best tools/processes around keeping track of QBR/EBR that are upcoming and something that we can share across the org (i.e. product, sales etc). We do not have Gainsight but do have Salesforce.…
Hey folks, currently looking into assigning CSMs to a shared book of freemium accounts to support them in a one-to-many fashion while we build up our user-base. The main KPI we're thinking of looking at here is cohort retention, but my question is this: how would you compensate CSMs working in a model like this?
I'm planning to implement a new community tool to replace our sad, outdated forums. We'll use the new community both for customer success, technical support, and marketing outcomes. I'm debating between inSided and Higher Logic. If anyone in the community has already gone through a similar debate or has familiarity with…
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…