Digital Customer Success (Engagement Programs)

Archives for September 2020

Risk vs Churn in SaaS world
We are looking to start a risk account review and I am creating criteria for what qualifies as a Risk Customer that warrants executive review. ARR, Renewal Date, Potential Upside are all easy criteria but I am starting to feel a bit blurred between this and my churn risk meetings as we have an annual subscription so if…
Resetting Legacy Customer Expectations
Hello CS friends - I'm three weeks into a new role building out a CS and Support organization for a company that has a long history of providing exceptions and "doing whatever it takes" to make the customer happy. This has resulted in high retention, high NPS, and generally happy customers, but the demands on my team to go…
Outsourcing Basic Support/Front of House
Hi guys! First time poster, so please tell me if this isn't relevant, but at FileInvite we have Support under CS and I'm trying to free my CS agents up as much as possible, from doing support, or front of house activities. Therefore we are looking to outsource support for what we call tier 0.5 - basically anything that can…
Customer Success Project Plan
Hi All, Has anyone created a project plan that shows all the elements of a successful CS initiative and their inter-dependencies? I appreciate that CS will be different for different organisations, but I'm looking for a generic template that I can modify for my company's use. Thanks and best wishes, Steve
CS Leadership Office Hours Topics
Good Morning - we've got about 12 weeks left of CS Leadership Office Hours for this year (crazy fast!). We're looking to get into topics that are important to you as community members and leaders. So.... What are you currently experiencing that we can discuss during CS Leadership Office Hours? What priorities have been set…
CS structure for consultative and customised solutions.
Does anyone have experience building CS teams/processes/metrics for a company that has a very customisable solution? So for example, a company that sells physical products as well as services associated with these products which would vary based on project scope?
Success Plan Effectiveness
Hi everyone! We have an initiative underway where we are working on measuring the effectiveness of Success Plans. We use Gainsight for or Success Plan tracking and our thoughts right now are along the lines of "It's great we have all of these success plans – but how do we know if we are executing and getting the results…
Launching Customer Success Excellence - The Customer Success Awards
Hi everyone - who misses people?! You'll have to wait until 2021, but I've just launched Customer Success Excellence - the world's first awards ceremony dedicated to the customer success profession. We're holding the first one in London in Q1 2021 and then bringing it to the US in Q2 2021. More details about why we…
Creating better champions
Hi GGR Community, I've recently written an article on Creating Better Champions (I'll share the link below). I'd like to get some insights from this community on your thoughts around key account contacts and champions. * How important do you think they are? * How do you help your CSMs understand the importance? * How do…
Process template for case study interviews & write-ups
Full process template for a case study interview, draft guidelines, and approval.
Case Studies for Implementing Customer Success in a Startup
Hi all, Can anyone point me in the direction of some recent case studies where Customer Success has been implemented in a startup that is scaling? ? Priorities in playbook ? key resources to study? ? challenges to overcome ? Thank you!
Tracking Outcomes For Success Plans
Hey all, any recommendations or tips for tracking success plan outcomes for high-touch customers? The team does an outstanding job of documenting, reviewing, and getting buy-in on joint success plans with our customers and documenting it in Salesforce for reference. We review the plans quarterly with a cross-functional…
Top 100 Customer Strategists is BACK!
Sharing this here for those of you who want to participate and nominate your friends, peers and colleagues. https://successcoaching.co/top-100-customer-success/#vote This went away for a year or two but so thrilled to see this make a comback.

Upcoming Events

June 22 Leadership Office Hours
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…
July 6 Leadership Office Hours
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…
July 20 Leadership Office Hours
When Thursday, July 20 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…
August 3 Leadership Office Hours
When Thursday, August 3 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…
August 17 Leadership Office Hours
When Thursday, August 17 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…

Digital Customer Success (Engagement Programs)

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