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Unit Cost Conversations for Customer Success Teams
Hi All, As a newer leader of a medium-sized CS team, I'm being challenged to reduce unit cost as it relates to Customer Success. Right now, we are largely seen as a cost center rather than a revenue generator (which we are working to change, but not happening fast enough for 2021 budget conversations). I'm curious if this…
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High-Touch Challenges?
I wanted to open up a discussion to the forum around challenges that organizations may be facing in the High-Touch space. This segment would include clients where Customer Success Managers: * Have regular engagement based on relatively high ACV for your portfolio * Enterprise customers * A large user and/or admin base *…
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Reactivation strategies - how to handle churned accounts?
Hello wonderful GGR community! I need your help: Any tips on what has proven to be successful in reactivating your churned users? When to reach out to them? I would love to hear your experiences on this. Thanks a lot!
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The Three Pillars of Customer Success
I'm a simple person and big believer that almost anything can be broken down into 3 main components. In my opinion, an effective Customer Success plan is no exception. If I were to be asked to create a Customer Success plan today, these are the 3 components (or pillars) I would use as my framework. 1) User Adoption 2)…
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Success Plan Templates
I am looking for an example of a good but relatively simple success plan template, we are looking to streamline and simplify our process when building these out for new customers. If you have any good examples you can share with me that would be appreciated?
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Mastering "Strategic conversations"
Hey GGR Team, I am back after a short hiatus and need your advice on this :D As a CSM, you need to be more strategic in your conversations... #customersuccess leaders, how does a CSM become more "strategic" I've heard a lot of noise around this one word, but I'd appreciate if you all can to help me understand how I can get…
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VOC & Lessons Learned
Hello GGR Community! I am a Program Manager in ProServ overseeing Data/Reporting/Operations for a Global Talent Acquisition Suite co and I am looking to develop a robust VOC / Lessons Learned program for groups going through and coming out of Implementation. I have a basic template but I know this Community can help me do…
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Are you doing "Success Marketing"?
I had an interesting conversation with a CXO on Marketing and its imperative on Customer Success; which left me with a compelling concept - "Success Marketing" Today, marketing gets involved with customer success for the case study, a testimonial, and in few cases a joint PR. What can we do more? – to help reduce churn,…
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DNR- Do Not Renew
Hi guys, I was hoping to see what all strategies we can use for clients who are still in the contract but asked to cancel at renewal. What are the different ways we can reach out to them and get them back. Any suggestions will be helpful.
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Stakeholder Mapping
Hey All, Does anyone use any specifc tooling to map stakeholders within customers, explain relationship and manage governace?
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What does a CS strategy document look like?
Hi All, Back from a week off, and thinking about my plans and strategy for 2021. I know we are a few months off yet but keen to get this in place as I am sure there will be plenty of battles to be had before then. A few questions: * What does everyone else have to do for their yearly strategic documentation as a CS leader?…