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Hi all! My company, a series A startup, is working towards implementing our scaled customer segment. One of the questions we're continuously asked (rightfully so) are what our metrics will look like. If you're company is currently operating with a successful pooled customer model, would you be open to sharing what metrics…
I've been thinking a lot about how an extremely focused resource (1:1 to 1:3) could help our largest, most strategic customers achieve their goals and become stickier. Has anyone worked with a model like this? What are your thoughts? I would also love to see any job descriptions for roles like this. I've done some online…
As the new year started, I want to invest in some learnings. I will start by taking advantage of the premium Linkedin account. Does anyone have any recommendations? Any courses a CS professional should take on Linkedin? If not what do you suggest to focus on to expand knowledge?
Hi GGR Community, I am a new CSM (about two months in!). My biggest challenge so far has been the lack of direction given by leadership on the ways to be most productively be spending my time. I think this is particularly challenging because there was no CS in place before I started. So I am implementing systems while also…
Question to the group: our team has long struggled with setting/maintaining a QBR schedule with our strategic customers. I've long held the position that in our industry (the nonprofit sector) they are essentially pointless; as IT staff and other key decision makers are typically overwhelmed by other work-related duties…
Hey all! We are doing a re-org in 2023 and I wanted to get some advice from others here. Does Customer Success live in Operations? Revenue? Or Both? Historically we have never had an Operations department, this all lived under Revenue so we are trying to figure out how to split it up. Two things in reality: 1) SMB…
Hi all! I'm new to the GGR community, and I'm happy to be here! I work for a small consultancy that specializes in building + maintaining a data stack for clients. With a background in SaaS customer success, I've been working on outlining a formal client success plan for the company as we continue to scale. I'm wondering…
Hi everyone We are looking for ideas on how to change the focus of our csm's to increase adoption while still keeping (mostly) their current behavior. Some background: When it comes to customer use cases, we have use cases that generate revenue, and some that don't. We want our CSM's to focus more on those that do generate…
I'm trying to find new ways to engage with executives since they're so busy! Has anyone tried leaving video or audio messages via email, like sending a recording of yourself to introduce? Let me know what you think!
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