Hey all. Would love to understand your renewal process and forecast. Specifically... How early are you reaching out to negotiate the renewal? What stages do you use in your pipeline? Who is responsible for executing the renewal? In what system are you reporting net dollar retention? What metrics do you use to automate your…
Good day GGR team, I am in search of a churn Post Mortem template . This would be some kind of analysis to submit to upper management. As well, I was thinking, it could be archived and used as lessons-learned and use cases. Long game, it would be very cool if we can use the info to creae data point to help with risk and…
I recently discovered about Enterprise CSMs and while I am still a little unclear about how that role differs from your normal CSM, I was curious about how many other types of Customer Success Managers there are?
As many of you know, there's a huge trend to cut CS and transfer renewal and expansion tasks to Sales. This is a very shortsighted way of thinking for senior leadership because they're cutting the liaison to the customer - the person who knows what the customer needs, and how to provide it to drive impact, retention, and…
Hi all! I'm so thrilled that Monday I have a final interview with a company I've loved talking to but I need your help! I have a panel presentation and brief discussion with them on Monday and I'm expected to have about 5 slides (provided by them, blank of course) to validate the following requirements: Ensure I'm aligned…
Hi All, Im hopeful someone may have a documented workflow or table that outlines the ways in which Product Managers and CSMs work both internally and with customers. Specifically here it would be good if there was something that outlined where PMs roles stop when it comes to interacting with them? I joined a business to…
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Hey All - I work for an incredible startup as a CSM. This is an incredible grassroots company as of right now. To gain insight into what works best for measuring and improving CSAT, I'd to hear from you - the community. We're looking for your input on the following questions: What questions do you get the best answers to…
I'm preparing a longer piece on CS Ops as a whole and would love to add some real stories from you fine folks! If you’ve successfully optimized CS Ops, how did you do it? How did everything look like before you started? Where are you at now? Any insight you have would be very welcome. There's a lot of theory on this topic,…
Has anyone driven customers / partners through a digital onboarding experience to initiate the joint Success Planning? Meaning, introducing the customer / partner to their customer portal experience, establishing goals and objectives and planning outside in. I see a ton of threads where internally organizations initiate…
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