Curious how everyone has structured their customer engagement models based on customer size. Historically, I've worked with customers with primarily enterprise size. And I created engagement models based on ACV, their engagement level, their opportunity level. Currently we are seeing an increase in SMB and curious how or…
Hello Everyone! My role in Customer Success I feel is a bit different than others. Customer Success is huge in the SaaS industry, but I'm not able to find a ton of content around best practices and development of Customer Success within the MSP/Services space. I'm hoping that reaching out to this community, there are…
Hi - Looking to understand if there are any standard and/or benchmark "sales stages" that are used to track and manage the renewal pipeline? Appreciate any and all feedback!
Hi G-G-R community, Does anyone have benchmark data on how the COVID financial crisis is impacting B-to-C SaaS churn metrics? I ask as I'm trying to reconcile my company's experience with that of our peers. How different is your definition of 'good' now vs a year ago? Thanks in advance, Andrew
“Whether it’s churning cream into butter or reducing churn in a business, both take a lot of effort.” Let’s get right to it. Here’s how to use all your customer feedback to lower churn and increase retention: * a) Use the data collected during & after onboarding to create self-serve assets (videos, articles etc) or to…
Hello! I'm looking to connect with other CS folks in the EdTech space regarding their approach to metrics and thresholds to trigger CSM customer engagement. Our CS org is relatively immature but we are to the point where we need to work on our automation and triggers in order to scale our customer reach. Any insights are…
Hi everyone! I've got a question for the folks in organizations with PLG strategies. We're dipping our toes in this arena and understand that our churn rate and NPS will look quite different for freemium or "lite" versus what we currently offer. However, I'm curious just how different they might look. Our churn rate and…
Which one of you is counting Involuntary Churn in the Gross Churn? Is there a time limit in which if the client comes back, you don't treat it like churn (i.e. if they come back in the same month)? Looking forward to seeing how this discussion will evolve.
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…
When Thursday, July 20 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, August 3 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, August 17 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…