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What customer facing tools/platforms do you use to track customer implementation? [Enterprise]
Hi GGR gang! I'm curious what platforms have proven to be invaluable in tracking implementation & customer comms with your enterprise customers. We have a somewhat long and complex implementation phase that comes with too many spreadsheets and timelines, shared among many stakeholders across departments on the customer…
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ISO - Combined Implementation and CS CRM Solution
Hello GGR Community, Looking for suggestions on good (& low-cost) options for a client lifecycle management CRM that will cover both implementation/project management process and long-term client tracking. Bonus points for a combined system that has elements of: - Churn Tracking - NPS - CS Ticketing System. Our…
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Salesforce for CS - Zoom Recording
Hi GGR, The file has now been uploaded into the library and can be found under "Customer Journey". Thank you again to @Markus Siebeneick for so generously offering his time to share his insights with all of us. Much appreciated!
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Evaluating CS Platforms: Gainsight, Catalyst, Strikedeck - Seeking feedback on experience!
Hi all, I'm currently evaluating a CS platform for my team. I've been in contact with Gainsight, Catalyst and Strikedeck. I would love if anyone could share their experience around the below topics for each of these. Feel free to ping me directly or I would love to setup some time to chat. I appreciate your time and input!…
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Best Tool for Combined CS, Sales and Marketing
What does the community see as the best tool for a smaller start up with minimal current clients, small sales pipeline, just ramping up marketing activities? Cost is certainly a factor as is the ability to scale as we grow in all areas. What have you used, liked, hated, meh, suggest to look at or steer clear of etc.…
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Searching for insights about configuration reviews
Hi all, Hope you're well :D I was wondering if any of you have experience with configuration reviews incl. how to conduct them, what a standard checklist might look like, who conducts them and the frequency. Also, what are the key takeaways from these meetings and how are they used in a customer-facing context. Thank you…
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Salesforce for CS - Any best practices?
Hi Everyone, I know many of you use SFDC for all things CS related (customer journey maps, reporting, playbooks and automation, etc.) and was looking for any insights or best practices you might be willing to share, and possibly how difficult - or not - it is to get these things rolling. Here are some things I'm thinking…