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What challenges does your team have engaging on more strategic, business-level customer convos?
Hey GGR'ers. I'm learning a lot lately about the challenges CSMs have around engaging customers at a more strategic, business level. Wondering what challenges and experiences you've had, either internally (team behaviors) or externally (customer recalcitrance). Here's my story: I've worked with 6 CS teams (~ 60 CSM's +…
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Workflow Analysis + Process Design Tools
Hello! I'm working on an analysis and redesign of my CS team's renewal workflow, and looking for suggestions, templates/tools that you've used to lead this type of project, and what worked well or didn't work for you. We have 20 CSMs and recently hired our first Account Manager, whose role needs to be integrated and…
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Onboarding, Onboarding, blah, blah...
So whatever happened to Orientation? When I reference my work in Manufacturing, I think of the very specific programs and processes that the best run manufacturing plants had in place to welcome new employees. The best performing plants had empowered, high-performing, inclusive cultures that you could feel when you walked…
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Customer Feedback with Anita Toth: Collecting, Acting, Communicating
Anita Toth knows qualitative research, thanks to a distinguished academic career that eventually led her into helping SaaS companies crush churn. Recently I had the privilege of sitting down with her to talk about how to gather customer feedback, how to do something with it, and how to communicate what you did. Asking for…
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How are you delivering business outcomes for customers?
Being "Outcome Driven" is the latest buzzword in CS so we wanted to get a bit more tactical and tangible with that topic for the audience. We'd love to hear a few examples of.... * outcomes that you drive * what matters (and doesn't matter) to your customers * how you identify & realize those outcomes * ultimately how you…
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CS Involved in the Sales Cycle
Hi GGR, Where in the Sales Cycle does your CS team get involved? Or do they? We don't currently have a process in place, and due to that it's a little disjointed and needs to be improved. Not just for us, but obviously more so for the prospect (and hopefully eventual customer). So my questions are: 1: At what point do you…
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README prior to posting in the template library
Thank you for contributing to the GGR Template Library. Here are a few best practices to keep in mind before posting your incredible templates. :) * WHAT - Please provide a brief description of what you are sharing in the description body. The subject line should include the name of the template or playbook. For example:…
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Anyone using SDR type roles on your Success Teams?
I am looking to hire 2 new Success Development Representatives to assist the Success Team in making proactive engagement outbound calls to our current large client base. This will be a brand new role and will not be a part of Sales but will execute cross-sell initiatives as well as promote focused action items for our…
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Customer Success tooling that integrates with Hubspot
Hey all! In my current role we are heavy Hubspot users. I am looking to start using specific CSM tooling, ideally a tool that integrates with Hubspot. I see Gainsight has a Hubspot integration, is anyone here familiar with it or perhaps is already using it? I'm also open to suggestions for other CSM tools that work well…
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Share your GGR story!
Good Morning GGR - Shoutout to many of our board members as we're working on getting the ball rolling to drive more membership, increase the value inside of GGR and finding ways to generate small groups to further the discussion. One thing that we'd love your help on -- We want to highlight stories from the community that…
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Describing the Purpose of CS Platforms to Non-CS Groups
I am curious to know how others would describe what a CS platform is to colleagues who are not in CS. It doesn't matter what platform (ChurnZero, Gainsight, Strikedeck, etc.) or what differentiates one from another. I'm really more interested in how to describe the purpose and value this tool brings, especially how it goes…