Hi Everyone, I wanted to reach out to see if I could gather some insight from other organizations on how you are capturing customer cancellation data and to better understand if you are using that data to drive actions in your organization. At this time the CS department is notified of a customer cancellation, we log a…
A Guide For VP Of Customer Success (CS) To Achieve 125% ARR! Yes, you heard that right! Also, you must have heard this multiple times as well. As a CS leader or VP or Head of CS, you must be intrigued by the number. In SaaS businesses, ARR/MRR is the lifeline for their existence. What would you do if you can’t maintain and…
I'm a Director of Customer Success and I'm exploring the idea of customer segmentation in 2022 given our rapid growth. Right now I'm exploring ~3 segments: low, medium, high touch with customers. We have a "land and expand" model and at a high level: pricing is based on product usage. My leaning is to put both enterprise…
Hi, We have global customer success, services, enablement, and support teams today, but are rapidly expanding into other markets. I was wondering if anyone out there has some data points that show the impact of not having local language customer support (think the contact center) impacts churn. I already have and am…
Hello! Our CS team is performing well, so we want to demonstrate that with the senior leaders in our organization. Does anyone have examples of key data points that have resonated with folks in the C-Suite? I know NRR is good for lagging and MAU shows adoption. Anything else jump out? Thanks for any thoughts!
Hey all, I am tracking the stickiness of my community and currently only have one metric as a benchmark: anything between 8% - 14% is healthy. What does everyone think of this? Is this accurate? Any insight will be great. Thanks, Katherine
We just launched our first NPS program and are having some internal debates about how many times we should follow-up with those that don't initially response. Additionally, how many outreaches should we do to those who did respond and we want to gather more information from. I feel like there should be no more than two…
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…