Newer CSM here... I am working on crafting cancellation emails to group users as opposed to the group admin (more likely the buyer). I am trying to do research on this, and just getting general cancellation email advice, but what I am looking to learn about is how to differentiate the email when contacting the head of the…
I’m leading a one person post-sales team :) and I’m doing some headcount planning. I’d like to know how many post-sales employees your company had when it had about $5M in recurring revenue. Thank you!
Curious as to the processes. To be clear, this is a process where senior ( V or C level) executive team within your organization, develop an active role or relationship with the executive manager (usually C level) of the customer. It's worth mentioning that this is specifically for top segment/enterprise customers, since…
I’m leading a one person post-sales team :) and I’m doing some headcount planning. I’d like to know how many post-sales employees your company had when it had about $1M in recurring revenue. Thank you!
Hi Team - we want to roll out a referral program both internally and to our customers to help boost our word of mouth marketing. Has anyone tried this and what was successful in terms of prizes/reward and roll-out?
What is current thinking around requiring a preso when interviewing for a standard Customer Success Manager? I'd love to hear POV's from hiring managers, recruiters and also from the other side. When has a preso been helpful in deciding on a candidate? When has it been helpful AS a candidate? Thanks GGR community!
Do you have an SLA for community posts? One that you share publicly? In my experience we had a one business day expectation response time that we almost always exceeded. For simple issues it might be linking to a knowledge base article, or even another thread that covers the question. For more complicated issues it was an…
Reaching out to you if some of you have ideas or suggestions on automation of nursing flows. We have created persona's and approval of teams and customers to email them. the idea is to have a monthly touchdown to inform them on events (deep dives/workshops etc.) and if they could name 1 topic or issue that is keeping them…
Hi GGR Community, I am in the early stages of exploring a process to conduct exit interviews from churned customers. The thinking being learn from your churn. As part of the process, I am toying with the idea of having a 3rd party vendor conduct an exit interview with the customer. Reaching out on here to see if anyone is…
Hey! Curious, does anyone have experience setting up action (or inaction)-triggered cadences? How do you ensure users don’t go through the same cadence more than once? Is there something I’m overlooking? To give some background— The service at my company is free - commercial real estate brokers give us their data to unlock…
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