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Can anyone share a sample QBR template (frameworks) for a CRM Software (Salesforce, etc) ?
Hi Team, I have been given this challenge of building a QBR template for our CRM software and I need help. As this would be the first one, so I want to make it something that will set the benchmark for the global team. What metrics do I include- Deal conversation rates, Sales cycle? Keeping mind that my audience will be…
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Playbooks/pro tips for mitigating churn risk brought on by M&A?
Hey folks - Playbooks/pro tips for mitigating churn risk brought on by M&A? Would greatly appreciate any wisdom from this group around tactics that have proven successful in helping to mitigate churn risk brought about by corporate events (m&a), whereby successful customers in the mid market (health scores are strong,…
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What does a Customer Success Manager do? ?
I know most of us here are experienced professionals, but I still wanted to understand how the role in itself differs across Geos, companies, etc. After witnessing many iterations, I’ve tried to define it based on my experiences so far... Here goes my first try - ?As CSMs, you represent your company to the customer and the…
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Sales Navigator for CS?
Does anyone have experience using Sales Navigator with your Client Success teams? This ties into a question that was discussed during yesterday's session around how do you track when clients move roles or companies.
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Company Changes that Create Change Management Asks of the Customer
I work in a very quickly growing business. We're constantly changing and evolving which is great for our company, but can often have unintended consequences for our customers in terms of multiple change management moments that they now have to manage with their own teammates. I've recently started to call out where I think…
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Post COVID Subscription Reactivations?
Is anyone experiencing a period of covid "rebounds"? Our business experienced a wave of customer accounts churning or downselling when COVID hit - as our user base was largely home bound and unable to use our application. But now as the world opens up, we are excited to see many of those lost accounts or users reactivate…
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For team leaders out there - have you had any positive outcomes from additional workshops or courses
I'm looking for specific organizations that conduct continuing ed or training workshops for Customer Success. Preferably remote, and not on site. Any details on the type of course, who has conducted it and how it was beneficial is appreciated! TIA
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In the Adoption Readiness Score, motivation is half of your score because it unlocks your time, enga
Some of the ones I like to use is: The Jones Effect or FOMO - By mentioning that the customer's competitors are leveraging certain features of your product, the target customer will manufacture motivation because they don't want to miss out on the benefits their competition is experiencing. Problem Creation - it isn't…
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Champion's View of Negative Comments to Feedback
Great discussion during the #CSleadershipofficehours 11 Jun 2020. This was posted on Linkedin, @Jay Nathan , suggested I post this here as well. Sometimes, I have found my customer champions worried about negative comments more than us, as part of feedback gathering. A considerable amount of effort was spent, convincing…
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Anyone read this book? Thoughts on implementation appreciated....
Our Customer Experience team recently read the book: Never Lose A Customer Again (Turn Any Sale into Lifelong Loyalty in 100 Days) by Joey Coleman. Anyone else read this? Thoughts? We struggle with implementation because it seems at times that so much focus and attention is on sales and not on improving the customer…
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Has anyone formalized a customer executive sponsorship program within their CS org?
Curious as to the processes. To be clear, this is a process where senior ( V or C level) executive team within your organization, develop an active role or relationship with the executive manager (usually C level) of the customer. It's worth mentioning that this is specifically for top segment/enterprise customers, since…
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Determining Expansion Revenue Goals in Customer Success via SOM Analysis
When I was asked to build a Customer Success organization from the ground-up, having spent many years in sales leadership roles for SaaS businesses, I knew I would see CS through a growth tinted lens. Luckily for me, at the time, we were a Series A company, requiring exactly that mindset. A growth focused CS leader (who is…
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What is the biggest challenge your working on over the next 30 days?
Let's develop a dialogue among leaders as to the biggest challenge that we're facing in the next 30 days. If you see comments that you can help with, let's start to create a thread and keep the discussion moving forward. My biggest challenge: Launching an online community that can be valuable, actionable and impactful for…