Would love to hear from other folks who work in a hardware/software business and charge for professional services for onsight implementation services and project management work. How did you think about building the SOW/contracting, what costs were passed through to customers, and how is that structured in the contract, if…
Hi I am happy to have this network to lean on. I manage a Client Service team at a programmatic agency. We manage digital campaigns not a SaaS product or software. I am trying to craft a comp plan for the team that will reward them for upsells. Currently, there is nothing in place as CS is a new department for the org. CS…
Hi Everyone! First time here and also first time as a CSM! I'm not quite moved into the role yet, but there are some moving parts, and i'm so so excited! If you are willing, I'd like to hear any stories, tips and ideas for success in this role.
We have some processes in place but I want to transform them into more succinct playbooks. I would love to see some example playbooks that others have created. I know there is a lot I can learn from this community!
Hello everyone, I want to highlight how much I have learned since day 1 in GGR. Could we brainstorm a little about "how to create tiers of customers? I'm going to start a new CS process and I want to start by creating tiers, which is important to have, any tips or best practices? We are going to create the tiers based on…
I posted this poll on LinkedIn and have seen a wide array of opinions. I would like to gather more data and was wondering if my CS peeps here can help. since there is no Poll format here, I just put the options with numbers. Just comment with the number and if you want to add a comment feel free to do so. The discussion is…
Hello GGR, Happy day! I'm currently working on improving our current Product demo process for potential new clients and want to hear their opinion. We would like to implement a survey for this. See below the areas we want them to qualify: Ease of Demo Request Process Efficacy of the Product Demos Relevance of the Resources…
Hello everyone, I totally recommend GGR as a great place to learn and help :) I'm working on developing a customer success framework in the company I currently work in, which is a Saas company. I have never developed a framework before so I'm learning as a go, I'm just waiting for the green light to start the project. I…
We've got a CS Leader who's in the midst of building much of customer success from scratch. Looking to leverage this community to see if there are tools and templates that can be useful as this leader gets started on their way. So Community. What do we have that we can share?
Hi everyone! First-time-post over here! I am debating with myself on how to structure upcoming success plan sessions with customers. We have a bunch of new customers that have joined during the summer (yay!) and the coming months will be full of onboarding and success making. I have two choices in mind on how to structure…
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