Digital Customer Success (Engagement Programs)

Archives for August 2021

Engaging with Executive Sponsors
Hey GRR fam! I started a new job recently as a CSM and one of our objectives is to engage with the Executive Sponsor. I'm inheriting the vast majority of my accounts from another CSM. The challenge:* The Executive Sponsor (ES) is generally not that involved nor uses the product. * My contacts are the Admins or Adoption…
G2 review campaign
We are looking to boost our presence for one of our products on G2. Looking for best practices on running a campaign around getting customers to participate. who should own the overall process, what works in a campaign, what role should the CS teams play? any thoughts or tips would be helpful thanks in advance. jay
Does the CS team own the Upsell/Cross opportunity?
I'm new to the forum and I'm sure this question has been asked by others. I'm curious to learn from other SaaS based subscription software companies as to whether or not their CS team owns the upsell/cross-sell opportunity along with securing the existing renewal? Or does the CS team perform lead generation then pass the…
Is conversion (trial stage a CS responsibility)?
Hi everyone, I have seen lately multiple internal conversations where we have now the accountability to be responsible if the trial buys our product (from a technical perspective). Has any CS team has this responsibility as well? I'm curious to see if this is something that could happen in an organization or our leadership…
Playbooks: The common to the obscure
Hello, Customer Success community! There is always a lot of discussion around playbooks. What ones do you need? How do write them? How do use them properly? Well, have two questions for you. 1. What are the top 5 playbooks that you use excluding: QBR, Renewal, and Red account (high risk of churn)? 2. What are the 1 or 2…
Appointment Scheduling Software
Hello, GGRers! I'm curious if anyone has instituted Calendly or another appointment scheduling software to cut down on time spent chasing customers for calls and to give customers the control/flexibility/modernization they're looking for. Anything stand out that ties best with Outlook, matches your org's IT requirements,…
Create a dynamic onboarding/implementation flow chart?
I'm currently re-designing my companies onboarding and implementation processes. It consists of 10-15 steps. I'm looking for a system where I can diagram the process in a way that's dynamic, where I had the ability to drop new clients into the process, and slide them through each step. Any ideas about the best way to make…

Upcoming Events

Gain Grow Retain Live - Boston
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…
June 8 Leadership Office Hours
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…
Gain Grow Retain Live - New York
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…
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…

Digital Customer Success (Engagement Programs)

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