Hello there In the process of rolling out customer success plan at scale at Gainsight. Does any one have experience in rolling out standardised Customer Success Plans at scale? How it is it going and what are some best practices? Many thanks Steve McDougal
Hi CS friends, Has anyone had any luck or have some suggestions around gamifying the customer journey? We've run some tests with cohorts to help drive platform adoption using badges and swag with mixed results. We are B2B but trying to tap into B2C learnings as at the end of the day, we are still talking to...people.…
As the title says, do you feel that you have a voice or involvement in the tools that you use to make your job easier on a day to day basis?
I'm trying to find new ways to engage with executives since they're so busy! Has anyone tried leaving video or audio messages via email, like sending a recording of yourself to introduce? Let me know what you think!
We are in the process of evaluating our OKR process and effectiveness. I have a few ideas on how to make them impactful for the team and not become noise. I want to keep them focused on value for the customer. Does anyone have any OKRs they've loved and seen be really impactful? Thanks for any suggestions/ideas!
Dear network :) I would like to hear your opinion on a semantic question regarding what to name a customer board. Do you have any thoughts, reflections, opinions about whether a customer board should be called a Customer Advocacy Board or a Customer Advisory Board. A reflection from my side is that a Customer Advisory…
Hi, guys I was recently hired to assemble from scratch a CS area for the company I was already working for. One of my first tasks, appart from thinking about the company's CS strategy, is to introduce myself to our clients as the CSM. Do you have any tips about: 1. How this meeting should go? 2. How long it should take? 3.…
Hi, guys! I work at a software reseller/ consulting firm, reselling cybersec software from companies like IBM, Forcepoint, OneTrust, etc. The thing is, those "supplier" companies also have their own CS teams. I'm wondering, whats the type of relationship/ responsabilities between: EXAMPLE IBM CS Team (supplier) -> LEADCOMM…
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…
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…
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…
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…
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…