Technology

Archives for July 2020

Bug prioritization framework/process
Hi everyone! We're revamping our bug prioritization framework/process at the moment but have been struggling with a few key areas. Some of the specific question marks we have are: * How do you flag bugs and track the number of occurrences?* Does CS or eng own the "number of users" impacted? * How do you communicate with…
Communication Workflow / Technology
I have seen team uses multiple channel for communication like Slack, WhatsApp, Google Hangout, Email, Google Drives (share files), Confluence and individual members some of their own apps based on their ease of using to manage their own task. Would like to get some recommendation from the team to understand what are best…
Have you used Smartsheet AKA "Excel on steroids"?
Our team recently started using Smartsheet. It made a couple of our processes more organized and streamlined. We've been able to integrate this product with SalesForce and have pull data from an AWS database so far and there seems to be no end in possibilities.
Early Stage SaaS CS Tech Stack
Hey everyone! Does anyone have any recommendations for products that work well for onboarding, product releases, tutorials, product adoption, etc. for CS and Product teams? I've been looking at solutions like Pendo, Gainsight, Lou, Userpilot, Amplitude (product side only), and a couple of others. Ideally looking for…
Creating an Onboarding Framework/Strategy - Tools, Workflows, Practical Steps
Hey Everyone, does anyone has any experience, suggestion around onboarding framework creation for complex products? I have many dilemmas, but what I keep thinking about is:How to design a framework for a 30 days trial model? * I am sure we need to do it in a high touch mode since the product is going to launch soon and…
[Operator Excellence Series] Measuring relationships in B2B SaaS w/ Ziv Peled
Hey there, we wanted to start a thread to make sure and share the video and corresponding slides to Ziv's presentation from Wednesday. This was a great session around Measuring Relationships in B2B SaaS - Ziv has gone above and beyond what we've seen in the market when it comes to this topic and value his execution. In the…
Customer on-boarding: Journey Mapping
We've recently been able to align our Sales - CS - Product - Marketing teams on the need for improved internal and external onboarding processes. What's exciting is that essentially all key stakeholders are hands-on, so we should be able to improve our onboarding process significantly. Salesforce is our source of truth and…
Salesforce vs Zendesk for Support and Knowledge
We are about to make a decision between Salesforce and Zendesk for our support system and knowledge base. We have Salesforce as the CRM, and ChurnZero for the Success Team. Any recommendations or personal experiences would be helpful. Thanks!
How do you measure CSM sentiment in health scorecards?
We have just rolled out a new Customer Health score right before I joined the business. There has been lots of back and forth around whether CSM sentiment should be included or not? Right now it has around a 10% weighting and is dependant on the CSMs last interaction which they rate Red, Amber or Green. I want to update…
In-app "help" widget
Hey, team - curious what you all are using as it relates to inside your web app, help widget? For context, we are using SFDC for our service and community clouds. The challenge is, we just learned that unless we have a consultant build something there isn't a way to surface help inside of our tool from the content stored…
Is anyone using Loom?
I heard Loom mentioned briefly today on the CS Leadership call. I'm going to check out the free version, but I'd love insights from anyone who uses it with customers. What do you use it for? Do you find that customers like the videos? Do you get better response/engagement with customers versus just emails? Have you…
Are you using Gong, Chorus.ai or something similar? I need your advice! Please.
I hear of a lot of companies using technologies like the above, however I notice they generally advertise themselves as helping revenue generating teams. Being a relatively lean team, who up until now really has not had a focus on upsell, I need to ensure we are not missing key information. Can anyone let me know the…
To DM or not to DM?
Hey CS peeps! Are any of your teams communicating with US-based clients via DMs and non-email channels? If so, I'm especially interested in learning about the preferred platforms (WhatsApp, Telegram, iMessage, Slack, etc.). Any feedback would be greatly appreciated!
Pre-Sales Customer Success to Tech Handoff
Hi everyone, we have started helping enterprises in Indonesia with Feedback solutions with our CX product. And our current state of customer success starts from pre-sales till upselling. As we provide custom solutions it involves a lot of tech communications between clients and CS team. However we are facing a consistent…
Hi Everyone - For those that don't have a dedicated CS Software tool and use SFDC, I'd love to hear
[Industry Webinars/Events] - July 2020
Please use this thread as a place to put Events, Webinars, etc.
Moving from reactive to proactive
I'm looking at implementing some sort of alerting or monitoring, preferably customer health scoring to monitor usage and trigger alerts. Currently forced to react to customer actions which isn't an ideal scenario. Would love to hear how you implemented something similar - triggers based on product usage, or some sort of…
I'm looking to survey some Customer Success leaders about their CS platforms and key operational goa
I'm looking to get an understanding of why they went with their platform so that when the time comes for me to buy my own platform, I know exactly where I want to take my business.
Client-Facing Education
In my career, I've launched a fair amount of client-facing education programs including video-based courses, partner certifications, webinars, monetized training sessions, etc. The amazing thing though is that I'm ALWAYS uncovering new tools, methods and innovations in this niche and was curious about your own experience…
Documentation / Knowledge base for clients
Hello all Large and key topic of knowledge base!!! (My question below is here on KB for client) We are splitting the organisation and responsibility of knowledge into 5 categories. Each one is assigned to one or the other department: 1- Marketing content 2- UX doc (everything to ensure the interface is self-explanatory) 3-…

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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