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?
Hi gang, Does anyone here use HubSpot to manage their product implementation process? We are transitioning to HubSpot CRM and went with an outside vendor to implement the tool for us. They are very good tactically (options for doing things) but struggle to give me guidance on best practice for CS organizations. Ours is an…
Hi everyone, At CloudHealth, we have two routes to market, Direct and Partner (mostly focused on MSPs). My team and I have had tremendous success investing early in Partner Customer Success, making it a separate team under the larger CS organization. For us, Partner CS is the Partner enablement (technically and…
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We all know NRR and GRR, NPS and CSAT. We also know adoption metrics. If you were to remove all of those as options and needed a different metric to show the impact of CS both with customers and internally to executives, what suggestions might you have? I was asked this question today and I came up with a few below ideas.…
Is there a difference between Digital Customer Success and Customer Education, and do you need both? *Remember, join the conversation to receive a limited edition badge and a chance to win a gift card!
I've noticed that the posts and jobs I used to see in LinkedIn have essentially vanished. Poof! The AI-powered LinkedIn algorithms have determined that my new role as Director of Customer & Product does not deign me receive nor see posts or jobs about 'customer success'. This is probably because the word "success" is not…
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