Good afternoon Success Community! Thank you for having such an amazing forum for us! I am new around here and I would love some expert advice. In 2018, I created a Success Department from scratch. My department has grown from 1 - 13 including Tech Support as well as Live Chat. I have reinvented the customer journey 3 times…
Hey Everyone, I wanted to know if you hold routine meetings with your customers what format and discussion points do you have? I have moved from SaaS to research, so typically I am used to discussing items that include: - Usage - Support tickets and themes from them where we can support them further - New projects What are…
Hello! As we look to continue to evolve our client journey, specifically in the client onboarding phase of their journey, we are evaluating customer performance indicators. We have the important KPIs for our business to measure their success in onboarding, but are looking to retool the customer's performance indicators…
One of the partner's of the VC firm funding us was on the panel for this webinar and she invited me to attend. I hope you get us much out of it as I did. https://www.youtube.com/watch?v=tmlS73G27jg&ab_channel=SiliconValleyBank
Hi all, First time poster here; looking for some GGR community wisdom. We are a SaaS startup with a relatively complex product. Our implementations are fixed-price, high-touch, last 4-6 months, and require a 2 hour/week customer commitment throughout onboarding. While most of our customers are very responsive and eager to…
Hi All, we are revamping our internal customer success onboarding curriculum and I wanted to find out if anyone has a good template they can share with me? Thank you
Hi CS community, I recently started working for a large corporation who is establishing a Customer Success Division. At the same time our company is also making the first step to SaaS. Because we are so big we can't just click a switch have have all products on Cloud hence we are slowly starting to transform a few products…
Hi all, I work for a product-led SaaS, the majority of our users purchase without even speaking to a person. This means we have a lot of customers on monthly subscriptions and we operate one-to-many relationships. Our largest customers, a small chunk of the overall base, have a 1:1 relationship. Our pricing is based on the…
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…