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Contact Map/Hierarchy
What tools are you using to track/map your client contacts? In previous companies, we have used a slide deck with a hierarchy chart, and the sales team at my last company was using Lucidcharts that integrated with SFDC... but we still mostly worked from Lucid and just linked from SFDC. I'm looking into the Contact…
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Supporting Rapid Scaling
Hi GGR Community, What are strategies you've used to rapidly scale your Implementation and Customer Success teams/capacity to support crazy fast sales growth? Would love any general strategies and/or anecdotes you all have to share. (E.g. hiring strategies, team structure, partners/outsourcers, product strategy... etc.)…
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Help! Need a new name for EBRs
Hi all, I've been rethinking the way we do EBRs and I do not want to call it a review. The experience I envisage is one of a journey where this "EBR moment" works like a reflexion, a pause where we (CSM and client) look at how far we've come, where we are and the road ahead. In my mind, calling it a review somewhat limits…
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Digital Customer Enagement
Hello - I am wondering where your organization draws the line between Customer Marketing and Customer Success when it comes to helping customers be successful at scale. Clearly having a 1:1 conversation or providing information that will be helpful to very specific customer situations is best handled by the Customer…
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Customer Journey Mapping
Hi Community - Creating customer journey maps is key to understanding the customer's experience, knowing where pain points are and give us a road map of how to add value for our customers at every interaction with our company. Add in personas and enterprise vs SMB........and the task is daunting...but fun. My question -…