Hi all! I have my team sending quotes to customers who haven't responded to any of our renewal automation by a specific date before their renewal. We get a lot of customers responding to the quotes being proactively sent and get some people who just sign the DocuSign right away. I'm trying to automate this, so my team…
Do anybody have an experience building CS dashboards and customer journey mapping in HubSpot? I just need some insights on how to absorb checkpoints like kickoff meetings, QBR, surveys etc to report on those metrics to determine the health score and renewals risks via dash boarding.
At Higher Logic we're deploying a pooled Customer Success model for certain customer segments. We're looking for inspiration on how to structure it. Do you have a pooled CSM model? If so, how have you structured it to handle both outbound proactive activities and reactive "hand-raiser" requests as customers need it? Also,…
Hi folks! I'm Eric, I just launched a CS Enablement consulting firm called Retain Solutions to help CS orgs retain their best talent. One of the things that I've been working on is building out templates and best practices around metrics to measure the success of CS enablement. Besides the gold standard metric - time to…
Is it just me, or is choosing to bill for SAAS professional services / support by time & materials a choice that is begging customers to have issues with invoices? How do I prevent my CSMs from needing to use all their valuable customer engagement time addressing billable “hours” and invoices? Customers know the CAM and…
We are a long-established SAAS company in the fintech industry. We've always had high email traffic in our CSM team. This can range from straightforward correspondence to more complex queries. Whilst we can upload and reply to emails into our CRM, this relies on our CSM remembering to do it. Also, it's creating a culture…
This discussion has been moved.
Do you send a survey to the participants after each of your webinars? And what`s the goal? Which data do you collect? If you don't why don't you do it?
Hi everyone, There has been some discussion here around the customer journey mapping. We're just getting started with this exercise and I wonder - do any of you have some templates/examples of journey maps that you can share? A few additional questions:* What steps did you follow when you created it? * Did you involve…
ChurnZero put out a great new study surveying 1,037 customer success leaders. One thing that stood out to me was their finding that 53% of VPs of CS report to the CEO or COO and 17% to CRO/VPS. There is no mention of a Chief Customer Officer. Is the CCO a nuanced role?
It looks like you're new here. Sign in or register to get started.