Value Realization

Archives for May 2021

Feedback for the number of touches post go-live
Hi All! I am putting together our post-go-live process for customers. Once they are done onboarding, when should we connect? Here is something I put together, quickly. Working back down from 360 days. 365 days - Sign the contract 310 - Done with onboarding 295 - Post-Go-Live Review 265 - NPS 260- Check-In, Stats, Success…
Automation
Hello Gain Grow Retain Community, We are looking to implement some more automation with our lower-tier level clients. Currently, we have implemented a great onboarding strategy and then we have an automated email that goes out 30 days into their subscription. After that we try to schedule "quarterly business reviews" with…
What is Return on Investment? How do we understand if a customer is getting value?
Hello CS Fam, Yes, you read it right & I can be laughed at for asking these questions: * What is Return on Investment? * How do we understand if a customer is getting value? * How do I define success criteria? Yes, I am aware that it is not a one-size-fits-all answer. Give me some examples which contains the above three or…
Customer Love/Appreciation Program - Has Anyone Launched One?
Hi There I'm looking to launch a low maintenance, inexpensive "customer love program" that would provide IC CSMs a framework to send customers a small gift when certain events occur. This could be company/product related: * processes first transaction * Crosses a large threshold in volume processed or merchants boarded Or…
Variable cost models for Customer Onboarding
Hello GGR Community. I lead our Customer Onboarding function. My team delivers implementation services to get our customers live and adopted on our products. Once a customer is adopted, they are formally transitioned to our Customer Success team. Like our Customer Success team, our Onboarding team is a cost center rather…

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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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