Hi all, What are great CS frameworks to include in a general CS playbook? I currently have: - The customer journey (with different touchpoints in a given time frame) - The Success Plan - defining realistic metrics and belonging projects and tracking those - The Success Program - a generic program identifying different…
In our breakout room today, a question we had was [as posted on LinkedIn] what metric(s) do you use to measure self-serve in adoption? This would be akin to ticket deflection in Support. That is, how do you measure the effectiveness of each asset you use to enable customers to self-serve their adoption along their customer…
Hey All, So I have an opinion but keen to get some more (unsure if I am even right!) opinions. How do you differentiate between:* Adoption * Consumption * Usage * Anything else?! Is there a difference? Is it even important? Let's start the debate! Cheers, Matt
Hey everyone - great to be a part of such a supportive and engaging community. I was wondering if there are any folks here that are in Healthcare / Health Technology / Digital Health Customer Success? I'd love to connect (LinkedIn and Twitter links in my signature). I've been working within healthcare (payers, providers,…
Hello: I am looking for anyone who would be willing to have a 30 min discussion to provide practice input and feedback on NPS and CSAT survey design.
Hello! Our CS team is focused on managing existing accounts, with no responsibility for account growth (not beyond just managing small increases in the number of licenses within our existing scope). We want to keep it that way, but also are looking to set up some incentives for CSMs to identify new opportunities that AEs…
Customer success leaders need to be more commercially literate. This has been a big talking point in the CS community for several years and I’m all for it. In fact, I ran a webinar on the topic in April, sponsored by the Customer Success Network (login required, sign up here: http://customersuccess.network/join) and…
Hello CSM leaders, Looking for some input on QBRS for low touch accounts. Do you deliver QBRs for this segment? what cadence or system do you use to cover QBR content for low touch accounts? Appreciate any views you can provide. thanks in advance
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…