Hi GGR network :) I am currently preparing a strategy session for 2021 with an entirely new customer success team. Det session involves a large account with multiple entities and as such multiple needs and the purpose is to enable a CS WoW in 2021 and growth potential in the different entities within the account. In that…
Hello everyone. I was challenged in an interview with discussing how I would handle 45k customers. The product is mostly a self-service model. I know that automation will be a big player here. I wanted to see if there was anything else I should consider. Thank you for your insights.
"Your most unhappy customers are your greatest source of learning." Bill Gates This is one of my favourite quotes of all time. But it’s likely not for the reasons you might be thinking. While I like this quote because of the learning element gathered from unhappy customers, (and if you know me, you know I love gathering…
Hi, all, I need the help of this community to figure out some creative ways of driving continuous engagement of many users with a product. A little bit of a background info: the product is a sales enablement software. The customer is an enterprise level account with thousands of sales reps. Obviously we want all of those…
Hi Everyone! For those of you who are onboarding customer across multiple at your company, what is your approach to onboarding SMB customers? We serve customers across SMB, MM, and Enterprise. Our SMB customers make up a majority of our volume but tend to have simpler use-cases for us to handle. However, they also demand a…
GGR Fam, We've just completed out Q4 customer reviews and whilst we've been given plenty to work on we have also been given some amazing feedback. From this we have identified our evangelists and our customers that are more than willing to recommend our services. I want to make sure we are giving back to our customers for…
Hi GGR Fam, I've recently been thinking about Demand Generation and how customer success can play a pivotal role in it. Many say demand generation is more a marketing responsibility but I think there's much more to it than that. Creating demand for a product or service doesn't end when a client signs on. It's an on-going…
The onboarding agenda is strategic (goal setting, optimization, business planning) however we have trouble getting Exec level to our onboarding meetings. Director level attends, and VP level tends to opt out at the last minute. Any thoughts or ideas on how to get them to the table?
So I've heard a lot of buzz about CS and CX being two different things. While I understand the reasoning, I honestly believe they are one and the same. CS is all about creating long-term relationships with clients by ensuring their successful adoption of your product. CX is more geared towards your company brand and how…
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…
When Thursday, July 20 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, August 3 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, August 17 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…