I am in a new role of Customer Success Coordinator to provide support and strategy to the team. What kind of help in your CS roles would you like more support in? Things I can do to get trust from the team as we move in this new direction. Thank you
Hey GGR family. I have been solely focused on CS Enablement for the past year plus, and it seems almost weekly I connect with someone in the field who is just entered a CS Enablement role or is thinking about getting into it/starting it at their company. However, I always get the same question: "Where can I learn more…
Hello everyone, I have had a hard time finding ways, without a CRM, to keep track of those clients who are waiting for functionalities that we committed to letting them know when they will be released. We don't do it always but sometimes we are in a meeting with an important client who needs a specific feature to…
Hey Everyone, I was tasked with building out an implementation playbook for new customers, which will be used during the onboarding process. Our implementation team is fairly new so this will be built from the ground up! What are some key playbooks that you've used frequently or seen the most success from?
Full process template for a case study interview, draft guidelines, and approval.
We have decided to segment our customers by high touch vs tech touch. Up until now, all of our customers have had their own account manager. [We will still have an account manager for the tech touch segment but only for escalations]. Any tips on how to explain to customers that they won't have an account manager assigned?…
Gain, Grow, Retain Community, I am happy to be here! I recently started a role focused around Value Realization Strategy to solve a challenge around consumption of technology. I've spent last year at a SaaS startup breaking into the "Customer Value Management" Market, focused on value throughout the customer journey. From…
Hi everyone, I would need your suggestions on setting up a new onboarding process for an SB SaaS product. As of now, we are conducting 1-1 trainings and onboardings. Are there any Onboarding platforms that we can use to set up trainings. Please suggest
Has anyone designed or built a partner success programme? Would anyone like to have a chat with me about the must dos, don't dos, play books and how to navigate the pitfalls of changing the status quo? Fun stuff!!!!
Hello there I am looking at designing a premise to cloud migration strategy for our large premise base. Does anyone have ideas they can share? Also what are some of the lessons learned and who are the best examples of company's that have done this successfully? Many thanks Steve
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