What's your favorite App that you use today that not many people may know about?
Hello All, I would love to learn what everyone's best-kept app secret is. A friend recently recommended an app called Clockwise, and it completely blew my mind. There are so many awesome apps out there that help to make life easy. What is that app that has saved you time or blew your mind recently?
Liaising with stakeholders in the NON SaaS world
Hi everyone, During the Office Hours webinar yesterday I brought up this topic and would like to get some feedback from a wider audience: I'm gearing up to work with a custom engineering and development company and have also ran into this scenario while working in the Healthcare IT space: Each client may have a different…
How do the CSMs access a customer's instance?
What is the best practice being followed when it comes to access to a customer's instance? - How many customer instances does each CSM have access to? - What role and permissions does the CSM have when accessing a customer's instance? - Is the CSM listed as one of the users in a customer's instance? Is the customer aware…
Looking for a training in order to build my tech touch strategy
Hello everyone, I am in charge of building the Customer Success Strategy for tech touch segment of my company. This is a great and challenging topic. Besides tool which is another topic, I am now looking for a training regarding marketing automation or customer success tech touch. I already found the amazing resources from…
The 5 Key Ingredients of a Success Plan
Hi all! We've been talking to dozens of success teams while working on Arrows, and have seen a ton of different success plans at different companies. We've also talked to teams who aren't currently using a success plan, and they've asked us for some tips. (sidenote: what is a success plan? a document shared with a customer…
Anyone else using Strikedeck?
Hi Everyone, We've been using Strikedeck for a while now and I'm working on getting our global Team Leads and Ops Team a training refresh in order to really use the tool to its fullest extent. We've definitely not been doing that (for a number of reasons), but I'm trying to remedy that moving forward. My question to all of…
Customer Success Tech, Are we sleepwalking into Complexity?
All- Being on the pulse and knowing when to provide value to customers on time and just when they need it, is what keeps me awake and it is what gives the shivers down my spine. I think we all strive for it as Customer Success practitioners. However, Having designed few solutions from scratch and having extensively…
What tools are you using to keep non-value account details (like notes, and org charts)?
I've been researching this for weeks now and it seems like there isn't a good step forward from CRM into highly focused account management, where you can expect a group of accounts to fit the same general format of things you'd like to track and be able to flip through when bringing the account up/developing it, but that…
Looking to share experiences of Totango
Hi All Over the last 5 years, I've been an avid user and supporter of CS platforms and in this time have been a user of Gainsight and Totango on multiple occasions. I've just joined a company where Totango is the tool, and definitely the right choice for the company. I last used Totango about 18 months ago and its great to…