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Success Plan templates
Success Plan templates
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Success Plan templates
All, There was a discussion topic for "Customer Success Plan templates" and I had mentioned I was willing to share what we had put together for our team - a lot of interests and requests to join the call but let's face it...timezone challenges! I have attached a copy of our template for anyone to view, gather ideas, etc. I…
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Communication and article platform
Hi GGR community - Our overall CS (CS+CSM) team is trying to figure out our customer communication platform around things like posting FAQ's, Knowledge Center, release notes, etc... Looking for input on whether your teams allow that information to be posted publicly on your main website or privately for customers behind a…
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Considerations- first Head of Customer Success - Enterprise
Was hoping for some help. It's badly needed. : ) Former sales guy, who will try and practice some brevity. But an emphasis on the word "try". Who am I? Recruiter operating entirely within a couple of specific areas of cybersecurity. (IoT and Industrial IoT) Wheelhouse is typically: C-Suite and Senior-level customer-facing…
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How to deal with too many trackers
Hi All- I'm looking for insights as to how others deal with too many trackers that live within spreadsheets. We find ourselves spinning up a tracker almost every week for a new initiative, and understandably it has become hard on the team to keep up. We also recently kicked off our Gainsight implementation and eager to see…
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Templates + Best Practices for BoB QBRs with CSMs?
We're doing our first round of internal QBRs with our CSMs to review their books of business and would love to see if anyone here has a template they have used and/or best practices for the sessions that they've found successful. We're thinking: One slide on overall BoB, then a 2x2 prioritizing customers based on expansion…
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Churn
Hello guys, Currently I measured my customer churn rate and my revenew churn, and my number state that I have a vey high churn rate but a negative revenew churn which means I am able to balance my high customer churn with my existing customer retention. What should I target now, should I aim for upsells of current…
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Guide - The Key Stages in Your Customers’ Journey (You Should Be Focusing On)
Hi everyone, we've released an ebook, titled "The Key Stages in Your Customers’ Journey (You Should Be Focusing On)". It includes an overview of 4 key stages in your customers' journey that you should focus on, tips on how to make the most out of them, leading questions to help you harvest as much data as needed, and more!…
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2021 Virtual Customer Success Conferences
Good morning Customer Success Community, I would like to hear from the group on what virtual conferences you all are looking at attending in 2021 and if there is a centralized location to find all customer success conferences. Thank you in advance.
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Conversation with the CEO
Hi GGR Fam, I'm hoping this group can impart some of their wisdom on this topic. Context: My Org has been notoriously Sales & Marketing focused for many years. CS has long been undervalued and misunderstood, and often treated as the "dumping ground" for any additional tasks. As of last year, Sales and Services (CS/ProServ)…
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Playbook for expanding services
I am working on a formal playbook for expanding services with our accounts. The cornerstone of the playbook is wrapped around aligning with clients on their goals and driving value out of the gate. Rather than do this in a vacuum I was hoping the community could share their thoughts and best practices.
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Future of Work for CS
Hi GGR Community, Happy 2021! What does the Future of Work look like for Customer Success professionals? As organizations continue to adapt the workplace to a new normal, where teams operate remotely and/or a hybrid, what changes have your customers experienced at their workplace? Have you had to adapt your engagement…
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Engagement Model - High, Medium, Low Touch
Hi all, I am in the process of defining a prioritization for my designated CSMs within their book of business. I would like for them to deepen their engagement on their top customers. I would love to hear any feedback, suggestions on High, Medium and Low Touch Engagement models and how they defer in activities. Look…