Grace period on renewal date or no?
Hello everyone, I am looking to understand industry best practices on churn calculations. Do you calculate churn immediately if the renewal date passes or do you allow a grace period (15, 30, 60 days, etc) if you expect the renewal is in fact on its way? Thanks!
CSM vs. Support team- Roles & Responsibilities
Hello everyone, Wanting to get some insight from others to help delineate responsibility between CSM vs. Support team. We are a medium sized Saas organization and most of our CSM's have a 1:1 relationship with clients (at least for larger clients; we also do have a shared support model for smaller clients that is…
Measure internal adoption of your CS tool
Hello everyone, I"m looking to measure the adoption rate of our new CS tool. Does anyone currently do that? What metrics are you measuring? We are currently using Totango and they do have some information available regarding the counts on open tasks, completed tasks etc. Thanks Melissa
Hi There, We are currently revising our customer segmentation - Engagement Model/Process. Just wondering what types of offerings the community provide to tiered customers? Thanks
Are you stalking clients before they are coming to you?
Before on boarding a client are you stalking the company and the point of contact that was provided to you by sales department? Which kind of information are you looking for on the company or on the point of contact? What, in your opinion, could be helpful to you and why? Which information will help you know your client…