Strategy & Planning

Archives for April 2022

Scaling CS leveraging customer journey templates
Hi everyone, This question is really geared towards a less mature growing/scaling CS organization within a business... What resources/templates have you utilized to build your customer journeys? Cheers, Grant
GGR Blog - Churn Part 1 - How to Increase Survey Response Rates
Back in 2020, Anita Toth authored a 5-part series on Churn. The first one focuses on Survey Response Rates and can be read here. Surveys are a wonderful tool that help us learn insights about where our customers are at, but many times either the response rate or depth of info is so low it doesn't really help. Anita looks…
Automation - Tech Touch Email Best Practices
Hi all - we're early stage CS and working on implementing automated engagement and tech touch journeys. Can anyone share any resources, best practices, tips, or examples of really effective email templates/formats for CS engagement? Even just principles or guidelines you use. I'm obviously trying to do some research on the…
Tools, Tips, Productivity Hacks for CSMs
I am trying to compile a list of CS productivity hacks, tools, or tips you might have .... Figured out a way to organize your customer emails in Gmail so you don't get overwhelmed? Please share. Have a cool (free) chrome extension that has made your life as a CSM (or CSM leader) infinitely more enjoyable? Please share.…
How to effectively automate a one-to-many webinar process
Hello All, My team is launching a fully digital onboarding and engagement process for our small market clients, and we are going to be leveraging Zoom Webinars, coupled with Salesforce and ChurnZero to drive adoption with our small market clients. Where I'm struggling is with the mechanics of how to track who signs up, who…

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…

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