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…
Hello! I recently cracked into the customer success field and I've been loving it! I work at a SaaS startup and I manage the SMB portfolio of our client base. I'm responsible for around 95 clients (and counting). It feels a little daunting to effectively manage a larger portfolio of clients. I want to be proactive rather…
Hello CS family, I am looking for ideas for cross pollinating knowledge in a team. We would like to improve the interaction and learn from the lessons between the team members. Thanks! Best, Sri
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Hi all, I'm interested in hearing the thoughts and wisdom of this group around dark or "ghosted" customers. Despite many improvements to customer engagement, we continue to have strategic customers who ghost us for one reason or another. I welcome your insights on how do you re-engage these customers? I would love to…
Hi everyone! I'd love to connect and learn more about what other SaaS companies are doing for their CS team enablement programs. For those in CS Ops/Enablement roles - What's your program structure? What's working well? Any helpful resources or tips you may be willing to share? Thanks so much!
Hi There, New member from this community. How do you ensure that CSMs are engaged consistently in large deals and the CS perspective is inputted prior to the sale?
Hi there! Our CS and Support team are working very closely (22 colleagues in total today, and 10 at the same time last year). We have recently moved from Hubspot to Salesforce as our "single source of truth" for most things related to our bigger enterprise clients. For now, only our CSMs and the Sales-team is using SF, but…
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