Technology

Archives for May 2020

Does anyone use Dynamics 365 Customer Success Hub? We're transitioning to this platform for customer
Customer Success Transformation Deep Dive - Zoom Meeting
A few folks have asked for me to do a deep dive on my CS Transformational Journey presented at the Gainsight Pulse Everywhere Keynote last week. Feel free to join me for an open forum discussion to go deeper on what I did and how I did it. This will be an informal discussion intended for open dialogue and Q&A. Friday, May…
SmartKarrot's recent CSM survey said that 61% of companies surveyed do not use a CSM tool like Gains
Looks like many of us are not alone on that one. The three most popular tools were a CRM, Video Calling, and a ticketing system (also 61% of 250 companies polled). Which also means most companies still have CSMs performing a lot of support related work.
The business case for introducing technology
We've seen many times that there is a challenge to build the business case that we should invest in a technology to help our CSM team. Any examples out there on how to approach this? Could be a great conversation to bring in to your CFO's office and get ahead of.
How are you capturing metrics and analyzing data?
One challenge we see in Early Stage SaaS companies is the lack of data to analyze. Tools may not be installed yet and manual processes may be implemented - so how are you capturing metrics in a way that you can analyze and make business decisions? Any examples @Jung Kim?
Using Pipedrive as the CSM tool
We have migrated to Pipedrive recently as our main CRM tool. It's been working perfectly for our sales team and I specially like the Insight feature where I can create advanced custom dashboards. We are wondering if this is a good tool to use by our CS team specially when it comes to onboarding. Has anyone else used…

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…

Technology

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