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Looking for a tool to manage my cadence calls and agenda
Hello GGR, I'm looking for a tool that could help me plan out my cadence calls. I spend maybe about 15 minutes before every call to figure out what is the agenda of my next call based on success plan. It gets time consuming. I am looking for a way to have a success plan cascade across cadence call series and also send an…
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Product Roadmap
Hi CS Fam, How do you guys share a sensitive product roadmap? Wondering if there is software out there that lets you host recording that can be opened with a one-time token, etc. that is geared toward product/CS? Our challenge, we do not want to have our CTO or product present a roadmap to our 200+ customers on a quarterly…
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3rd Party Solutions and/or Services to assist in developing Training materials and curriculum
Good afternoon, We are looking to completely overhaul our training materials and delivery mediums across multiple software solutions (10+). I am grappling with the investment to do it internally versus working with an outside vendor to develop and deliver. Wonder if anyone has partnered with an outside company for this…
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Anyone running a CS team for an on-premise software company?
I may be taking a new role building and heading up a customer success team for a company that has exclusively on-premise software. I've got some experience running CS for on-prem systems but most of my experience is in SaaS. There's a general concern among the company's management about building a health score or getting…
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Customer Success in a Product Led Model
Hi all, I am one of the founders and previously Chief Customer Officer of Cobalt.io and now founder of Userflow.com. More and more SaaS businesses are moving to a product-led model especially for their smaller customer segments, but also for the later stages for their larger segments. - How do you see Customer Success…
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Playbooks in Salesforce
Hi everyone, Does anyone here has experience creating playbooks, if possible with alerts, in Salesforce? Tried to find documentation online but without luck. If you can share how you did it or, even better, connect on a call, would highly appreciate! Thank you.
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Market Research for an idea
Hey GGR! I was wondering if it were possible to interview any CSM's for 20 minutes? It's 7-10 questions and just to run through a couple of points. I have a background in Sales (with a very vague understanding of CS) and want to learn what kind of processes you run. I just want to clarify, this is NOT a sales pitch and I…
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Website - Customer Experience/Success/Support Page
Hi All, I have an opportunity to design and influence the design of our CX page on our corporate website. Who else has done this, what do you consider, what good examples are there out there? Thanks,
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Customer Success Platforms and Integrating Live Chat Support
Hi all, First time post - really glad to be a part of this community! We are reaching a breaking point with our Customer Support Tech Stack - we use Intercom for Live Chat only, we don't have a traditional ticketing system. (Zendesk e.t.c) I am envisioning this lack of a ticketing system could become problematic for our…
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What are your key takeaways/must-do's when implementing a CS software?
Hi all! I have implemented 2 CS tools in the past few years, but I am still looking for a 'best' way to actually go about it. Learned some practical elements about software implementation, but I am looking at finding ideas/plans on the 'what' and 'how'. I have yet to come across good implementation plans, so would love to…
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Service maps
Hi all, First of all, thanks for being such an amazing community. It is extremely valuable to get insights, knowledge and experiences from you. I was wondering if any of you use service mapping for external use and if so how does that template look and what are pros and cons? All the best Julie
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What do you use to view your post contract client entitlements?
Curious to see what tools people are using to visualize your client's purchases/entitlements after they've signed and while maintaining their relationship? Any out of box tools you like or are you customizing intranets?
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Evaluating Zendesk vs. Kustomer
Hi all! ? I am evaluating Zendesk vs Kustomer for a mobile-first (almost mobile-only) B2C startup that has a user-base throughout the world... ...so they are receiving support inquiries in multiple languages. I am interested to hear about people's experiences between the two while scaling and if possible would love to…
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3 Most Important CS Strategic Issues dollar for dollar in 2021
Just curious what the feeling is here at this current moment. Currently in 2021, from purely the point of view of retaining the most customers and revenue, dollar for dollar what would be the most strategic things to invest in or do? What would be your top 3? How would you rank them? Scaling with Automation (increasing…