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What's on your whiteboard for the next 30 days?
I'm quickly coming up with a laundry list of initiatives at Higher Logic as we've been onboarded. Here are things I'm going to be working on with some of our team members:* Re-imagining the customer journey * Launching our VOC initiative --> started with 50 customers in 50 days I'm curious, what're you currently working on…
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Searching for great articles about Customer Success
Hi all, What a great community :) Can't wait to go through the interesting discussion. Can any of you suggest interesting articles about what customer success is? I am searching for different material to use for an internal customer success transformation. Thank you in advance :) Best Julie
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Naming Does it Matter.
What do you call your service? I'm stealing a little from a LinkedIn post from @Maranda Dziekonski. Are you: Customer Success Client Success Client Outcome Managers Value Leaders Value Managers Does the name matter to the customers understanding of what you do for them?
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Tell us about your experience with GGR
Good Morning! Some great things on the horizon for GGR and you all as community members. We'll be sharing more soon. In the meantime, I'm sourcing some stories, videos, comments, etc. -- what's the value in GGR? What's your experience been like? We're gathering social proof so that we can feature stories all about you!…
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Do you send an onboarding survey?
Hello, I am currently working on improving our onboarding process and playbooks and one thing we are considering adding is an onboarding survey at the completion of onboarding before a customer moves to value. Does anyone else send an onboarding survey? If so, are there any questions you've found work well? This is my…
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Communicating product releases to customers
Investigating customer request/ticketing systems and how to tie product development back to those release notifications so the right customers get targeted release notes. (Over and above a general product release.) Any recommendations? If it helps we have: - Intercom - Hubspot - Jira
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Imagine you were to start the nurturing team from scratch
Hi All, Would love your input on the following: Imagine you were to start the nurturing team from scratch being the only person to handle a pipeline of e.g. 200 customers (companies of various sizes and values). * What systems would you implement? * How would you prioritise your time? Your customers? Thank you Daniel
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Contract Consolidation in Covid-19 World
We have a couple companies that have purchased or consolidated under one name, and they are not trying to consolidate both companies under one contract, but looking for "combined deals". I have included more details below, but I am just not sure how to deal with this. Of course contractually, we have no obligation to help,…
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Is anyone holding cross-functional meetings to triage key customer issues?
Following on from today's CS Leadership Office Hours discussion on separating and clarifying the roles of customer success and customer support, is anyone using a cross-department forum to regularly triage and highlight key customer issues? If so, curious about the format (e.g. daily stand-up vs. longer meeting), agenda,…
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Building a customer reference program/repository
Hi Community Members, As our company grows as an organization, we find that customers and prospects are asking for references at an increasing rate in step with our companies growth. We are looking to create a reference repository to track are references, when did they become a reference, industry, title and when did we…
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Closing the loop with surveys. Should we bother? ?
@Ankesh Agarwal got me thinking about closing the loop from surveys where there isn't an obvious fire to be put out. I've filled out so many surveys where I've never heard anything back. These were typically the 'help us discover how we can serve you better' surveys. I have no idea if action was taken on my suggestions or…
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Generating Meeting for CSM's
Quick question! What do any of you do to drive up meetings for your CSM's? We have a process that works well when a customer actively works with a sales rep and gets handed off to a CSM but I am looking to drive up engagement with our current longer tenured customers. We have task based alerts that trigger opportunities…
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Customer Advocacy
We, like all companies, want to be able to leverage existing customer relationships to accelerate our ability to grow at other current customers and bring new logos in the door. As with many younger startups, we were hesitant to push back on customers who would redline the logo rights clause and are thus trying to dig out…
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Organizing your discussions by least replies.
Hello GGR community. With the way our discussions default on the list to most recently updated, it keeps lively discussions going. But let's also make sure we are helping each other by taking a look at some of the posts with zero or little replies. There are some that have been around for a month without a reply. Remember…
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How would you teach CS to students in 90 minutes?
I have been invited to teach a class to students in their last year of Business about CS (which they don't even know exists). * How would you teach CS in 90 minutes? * What topics would you definitely cover? * What fun exercises could we do in class? * What content should they come prepared with before the class? Thank you…
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Reference Customers
Has anyone here developed a reference customer program? If yes I have a few questions.* What process do you use for sales to request a reference? * What, if anything, do you give to your customers for being a part of the program?* gift card * discounts * etc. Appreciate any guidance on what has worked/not worked for you.
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Customer Success Under Support Org
Has anyone had experience managing a CS team that sits under a larger Support organization with Support leaders? What were the pro/cons of this set up for you? Did you find this to be a good long term scenario or did your team ultimately move into its own org or under sales?