Metrics & Analytics

Archives for June 2021

How do treat one-off expansion revenue that doesn't recur?
Hi all -- I was wondering if anyone here have any best practices or insights to share about how to best treat one-off expansion revenue that doesn't recur. For context, we provide market intelligence to retail in the form of an external analytics dashboard (think SimilarWeb, AppAnnie). Sometimes we get customers who wants…
Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ ent
Hey GGR Its been a while since I've posted here! apologies but work has been busy and golf season has started. I have been fortunate enough to secure my 3rd senior leadership role in CS and i'm looking to network with the community! I will be moving to an organisation that is extremely fast growing, circa 1000 acquisitions…
CSM Retention Clinics - Internal hackathons that help mitigate risks
The following article comes from Filipe Rufino, a GGR Member and Lead CSM and Mentor at Gartner, Inc. Filipe shares how his team leverages CSM Retention Clinics to help mitigate risk prior to renewal and encourage team collaboration. CSM Retention Clinics What are they An internal hackathon where CSMs discuss the…
Split Cs software by tiers
Hi All! I have just taken over customer success for a new company. They just implemented Gainsight last year and it is just getting off the ground. The renewal is quite an uptick in price and my boss wants to split cs software between Gainsight for our enterprise clients and Custify for our SMB. We have a LOT more SMB,…

Upcoming Events

June 22 Leadership Office Hours
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…
July 6 Leadership Office Hours
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…
July 20 Leadership Office Hours
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…
August 3 Leadership Office Hours
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…
August 17 Leadership Office Hours
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…

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