Strategy & Planning

Archives for January 2021

CAB Ownership?
Hi all! I've been tasked with creating a CAB (zero budget/resources aside from the people I can recruit internally) - and I'm wondering where CAB ownership lives in your org. I've always seen CABs owned by Marketing or Product, so building this out from scratch within Success is daunting. Advice welcome on what's worked!…
"Social Media" Customer Support
Hi All, For those of you that lead support teams or are accountable for a support team, can I pick your brains. Do you utilise social channels to provide support? How does this work? Do you have your own social media accounts or do you utilise the corporate company ones? What is the impact on your business? Thanks, Matt
Start up services org: anyone interested in networking?
Happy Friday! I've made a BIIG jump from a mid-size PE-backed company (~100 employees in the services org) to a U.S. start up. I'm pumped! My challenge: to build a services org. Today: we have a small team of implementers. This year: I'd like to define post-implementation services (Support, CS) to continuously build a…
Executive level engagement during an onboarding process
Hi GGR Community, I am working on tackling some New Year Resolutions in my customer implementation/onboarding lifecycle on other ways to provide engagement or value to an Executive Sponsor during an onboarding process. I currently have existing touchpoints in our process, but I am looking to take that to the next level. I…
Customer Success Plan Templates
Hi All, A big focus within my team this year is the development and implementation of success plans with each of our customers. We have a natural tool (monday.com) to host and automate these plans and I would be interested to see Success Plan templates this minds of this great community have created. I looked in the…
Success & Support - Competitive Analysis
Good morning friends! I am starting to do some competitive analysis of what our competitors offer in terms of Customer Success, Customer Support & Onboarding. Has anyone done this before? Can y ou share any guidance or advice? Does anyone have a template I can borrow (I obviously mean steal!)? Thank you!
Strategic Thought Partner
Hi GGR community! There is some great discussion going on about what to cover/not to cover during QBRs or Account Reviews. I'm impressed by the diversity in approach and creativity from this community. I'd love to hear how you think about reinforcing your role as a strategic thought partner during sessions with Exec…
Customer Coffee Corner
Hey All, I want to introduce an internal (to my org) customer coffee corner - ask a customer to come in (virtually of course), I interview them around their experience of doing business with Cision - the good, the bad & the ugly! This would be quarterly, with the aim of driving a more customer centric business by giving…
Customer Success Email Templates
Hello All, I am working on a project to refresh the current email templates for used for a 60-Day Renewal, 30-Day Renewal, and Check-in. Also, would love to see templates Does anyone have templates or resources they can share? Thank you!
Company Certifications/Academy
Hi All! I have been tasked with building a product expert certification process for our customers. A series of learnings/tests that will make our admins/power users FieldPulse Certified. Has anyone built this from the ground up before? Any thoughts on where to start? How do you best decide how many "classes" are required…
2021 Time Capsule + Q1 Initiative (Follow up from CSLeaders OH)
Hello GGR Community, * What will be in your 2021 time capsule for what you hope the end of the year will look like for you - personally, professionally, and spiritually? * What is your top initiative for Q1? These are the two questions we discussed on today's CS Leaders Office Hours. Some of the top themes were: *…
The Future of Customer Success for Startups
Hi GGR family, I've been reading The Startup's Guide to Customer Success by Jennifer Chiang (great read! link below) and it's got me thinking a lot about the CS and Startup relationship. It's no question that SaaS startups need to adopt a customer-centric mindset as early as possible and I think more software entrepreneurs…
Building and tracking Success Plans
Hello to the community! Happy Sunday! I'd like to ask your advice on the best automation tools for building and tracking Success Plans. Our product is software for the moving industry and it's somewhat complex. At my previous work, I used Microsoft Project to track success plans but it was somewhat difficult to share with…

Upcoming Events

Gain Grow Retain Live - Boston
GGR Live: Boston | Scaled Customer Success | June 7 Effective Strategies to Reduce Cost via Scaled Customer Success In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without…
June 8 Leadership Office Hours
When Thursday, June 8 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…
Gain Grow Retain Live - New York
THE VAULT: Secrets of CS Leaders "Doing the right things" Its a cliche as old as time — “doing more with less” — we'd rather think about it as "doing the right things". Every business is different and every customer success leader has different challenges - but do we really? Join us in THE VAULT for an evening where…
June 22 Leadership Office Hours
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…
July 6 Leadership Office Hours
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…

Strategy & Planning

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