Hours spent per customer
I was wondering if anyone has every created a metric for hours per account a CSM can dedicated based on working out whether an account is high value, medium value or low value?
How often do you use benchmarking?
What are people’s thoughts on benchmarking? Have some initial takeaways!
What goes in the best QBR?
Posted this a couple months ago & now that we’ve all gone through QBRs, curious to hear if there are any tips missing here?
What do you use Customer Satisfaction Scores (CSAT) for?
Hi GGR Community I’m new here and honestly just looking to learn. I come from a data science background and have been doing some really cool stuff with deep learning and CSAT. It’s been really cool experimenting with this data but I feel like I have a big gap in understanding what folks actually use CSAT for in their day…
CS tools best as “entry level” in growing start-up?
Hi all, I work at a growing start-up for a B2B SaaS platform, with customers in a range of industries and ranging in size (largest is 7,000 employees, smaller side is 250 employees). In the process of scaling and with that, moving away from the (horrible! unwieldly!) spreadsheet we use to measure customer health… getting…
Curious about Auto-Renews
At my last company, we offered many SaaS offerings billed in a typical fashion - licenses for "x" years, with or without auto-renew. Since moving into payments, the pricing model is different, but reading some threads here has spurred my curiosity once more about auto-renewing SaaS contracts. What I'd like to ask the…