Hi All, Hope you had a lovely Valentines weekend. Does anybody use a Schedule of Work to set and manage expectations in the onboarding stage, and then seek sign-off before moving into a BAU phase? This may include specific activities needing to be delivered, specific targets/goals to be met or specific gates to go through…
How valid are your customer risk ratings for predicting logo churn? That's the purpose of this spreadsheet. Download it to answer these questions using a simple statistical test: * Is there a relationship between your risk ratings and customer churn behavior? * What is the accuracy of your risk rating for predicting…
Hi all, We are embarking on a project to collect customer usage data via Pendo and other systems. We would like to create customer health indicators using the data that would be automatically updated, with historical data kept. Has anyone done this? and if so, where do you keep the data? I was thinking of a time-series…
Hello, Amazing community members! I'm reaching out to understand and come up with creative ways to push lagging/disengaged customers resulting in delayed implementations. We have mapped CS counterparts at CSM, VP, and CEO levels. Even with exec sponsorship + Clear action items for clients, the resources assigned don't move…
@Alex Farmer wrote a good article here on the most important metrics to track. https://www.gaingrowretain.com/blogs/alex-farmer1/2021/01/12/top-five-metrics-to-track-on-your-customer-success I am currently working on revamping my CS revenue metrics and KPIs. For sure missing a lot on the list, but the list is specifically…
Right now we have a partnership slide that's goal is to address the partnership both on a macro and micro level. What are your go-to 'What" and "How" questions in a QBR/EBR? What area of the presentation do you reserve to ask these questions? How many do you ask? In my mind, I'm looking specifically for more information on…
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…