I recently started a new role and lead the scale initiative, including strategic lifecycle touchpoints, primarily through campaigns in Gainsight. The first thing I did is reach out to all key partners (marketing, sales, product, support, and training) to make sure they know what CS is doing, are familiar with the…
I think we can all agree that customer success is evolving quickly. One topic that has been discussed quite a bit is the idea of self-service or "customer led". Candidly, I feel a bit conflicted. - As a SaaS buyer/user - I love the idea of a product and resources that I can seamlessly use without having to add more…
Hi! I started a new role recently and am now using Gainsight. I used it for years, as a CSM, and will now be developing and implementing campaigns and have access to Journey Orchestrator. Previously I was doing the same thing in Totango. If you are/have used it would you be willing to share with me tips and tricks?…
Several CS thought leaders have opined that CS professionals should spend up to 30% of their time writing content. I am curious about: What type of content should CS professionals write? For whom? How should the content be distributed? How should it be maintained? How to determine how much content should be delivered and…
Recently, there has been more discussion around combining the roles of account management and customer success. One of the supporting statements is that no one is better to buy from (sales, AM/AE) than a trusted advisor (customer success, CSM). This runs counter to the historical argument that CS needs to stay ambivalent…
Do you have an upskilling strategy for your CSMs? If yes, I’d like to hear your take on how to do it right. Our recent podcasts and webinars all had discussions on how important sales skills are for CSMs this year, but there’s not much out there about the best way to level up those skills. Thanks! 😁
Hello, I have been a director of Customer Success for multiple years, and I am looking for a VP of Customer Success or even a CCO to be my mentor for career improvement. I am an expert in the SaaS field, and I have worked in the e-learning industry since 2010. What would you recommend for me to find one? Please contact me…
Hey everyone - Looking for some good 'ol fashion brainstorming. I'm going to leverage a feature from Gong (records calls) where we can input expressions that customers say that could highlight potential churn. Ideally, these are expressions that would trigger early warnings (not customers simply asking to cancel). >Various…
Hi all! I'm looking to send out some feedback surveys to the front-line users of our product to then share with the key stakeholders in our annual review so that they can better gauge how their teams are interacting with us. Has anyone tried this in the past? If so, how did it go? What questions are more likely to get…
Hi, What best practices or processes have you used/followed when it comes to documenting churn?
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