Take a moment to share a bit about yourself in this thread. Sometimes as groups grow, it becomes harder to know 1) who is in them and 2) who is new. This will be a helpful way to bridge that gap! You can share a bit about your role, what brought you to this group (what are you hoping to get out of it), and something about…
Hi GGR community! I'd love to crowdsource some general opinions and approaches to reassigning accounts when a customer requests it. This hasn't been a common occurrence with my customer base to date, but we've had enough instances lately that I'd like to put together a framework for the team managers. Generally, what are…
Hey GGR community! I'm curious if we have anyone that's a CSM to federal agencies? I would love to get some insights with FEDRAMP and best practices pertaining to this.
Is anyone using an assessment during the hiring process for a new CSM? Our company uses assessments for other roles but I am looking for one that is specific to a CSM role.
This week, @Julie Fox joined the GGR Office Hours to talk about the importance of memorable customer experiences along the entire customer journey. Would love to hear your thoughts on the following: Clearly CX, is bigger than a single team.... how do you work cross functionally to ensure a consistent experience? Share…
Hello there, I am reaching out to tap into the collective wisdom of this forum regarding strategies for improving customer retention rates in SaaS companies. Our company has been facing challenges in this area; and we are keen to implement; effective solutions to ensure long-term customer loyalty and reduce churn. We have…
This is my first post after just joining this discussion, so please forgive me and provide kind assistance if I have posted to the wrong subsection! I am new here but a real enthusiast and loving this community so far. I have a background in teaching coding and in education and feel I could help with documentation, at…
A few years ago, Jason Lemkin famously asserted that Customer Success is worth about 6X the initial Annual Contract Value over its lifetime. This was a powerful statement underscoring the value Customer Success can bring to a company. But is this still true today? The SaaS landscape has evolved significantly, and it's…
CS teams are being asked to play a bigger role in generating expansion revenue, but what does that mean? Do your CSMs have to become sales people? I don’t think so. Instead, I believe that your team can instead lay a foundation that supports the growth of your customers while delivering your experiences in a cost-efficient…
Implementing, learning, and obtaining value from your solution is a novel experience, meaning customers face a lot of uncertainty along the way. You, however, have the experience deploying your solution many times with many different customers. As a result, you know what works and what doesn’t, and you can reduce their…
Nick Mehta the CEO of Gainsight recently said something to the effect of "if you're working an account you should know 5 people there." Let's say you're about to go into your first call with a client and the person on the other end is "the main user", the "power user". Let's also say the org purchased online w/o much of a…
It looks like you're new here. Sign in or register to get started.