As you've rolled our "Customer Advocacy" programs to both your team and your customers, how have you put that into a framework that can be simple? We're looking at bucketing categories under 5 or 6 main advocate motivations. 1. Gratitude 2. Rewards & Gifts 3. Feedback 4. 6 Degrees 5. Influence There are probably 50+…
Hey Everyone, I'm curious to hear from this community about surveying tactics. I'm particularly interested in customer pulse surveys. At which touchpoints do you find it most valuable to get customer feedback? Point of sale, onboarding, renewal, cancelation, etc. Do you find email or in-product surveys to be more…
Hi CSM Community I'd like to hear your perspective on who is responsible for NRR? Do you feel this is a CSM team KPI or a companywide KPI? What is an ideal KPI % for NRR and how much of that responsibility is the CSM team and other departments ( marketing, sales, support. product) Apologies if this was already discussed…
Hi everyone - I'm a recent addition to the community and first time poster. Thanks for having me! Our CSM team was launched in 2019, and we've recently doubled in staffing. In the past we've primarily focused on renewals and small upsells, but this year we have a much stronger initiative to cross-sell into different…
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…