We know that equipping our customers for strong product adoption during implementation, onboarding, and beyond is critical, especially for those in the high ARR category. But how do you do this in an age where resources are limited? You build out a content center that is second to none! Share some ways content is making a…
Is anyone using an assessment during the hiring process for a new CSM? Our company uses assessments for other roles but I am looking for one that is specific to a CSM role.
This week, @Julie Fox joined the GGR Office Hours to talk about the importance of memorable customer experiences along the entire customer journey. Would love to hear your thoughts on the following: Clearly CX, is bigger than a single team.... how do you work cross functionally to ensure a consistent experience? Share…
Hello there, I am reaching out to tap into the collective wisdom of this forum regarding strategies for improving customer retention rates in SaaS companies. Our company has been facing challenges in this area; and we are keen to implement; effective solutions to ensure long-term customer loyalty and reduce churn. We have…
This is my first post after just joining this discussion, so please forgive me and provide kind assistance if I have posted to the wrong subsection! I am new here but a real enthusiast and loving this community so far. I have a background in teaching coding and in education and feel I could help with documentation, at…
We all know the challenge – convincing potential clients to take the leap and try a new SaaS product. But how do we encourage them to be truly invested in their success with our platform? In short, how do we get them to have 'skin in the game'? This concept, popularized by Nassim Nicholas Taleb, emphasizes the importance…
This discussion has been moved.
The per-seat pricing model has been a cornerstone of SaaS for a long time, but there's a growing trend towards exploring alternative models. Factors like feature usage and customer value are gaining traction as potential pricing metrics. What are your thoughts on this shift? Have you seen success with alternative pricing…
A few years ago, Jason Lemkin famously asserted that Customer Success is worth about 6X the initial Annual Contract Value over its lifetime. This was a powerful statement underscoring the value Customer Success can bring to a company. But is this still true today? The SaaS landscape has evolved significantly, and it's…
Before you answer, consider this. Do you think: Faster time-to-value always means lower churn? Value must be measurable to be meaningful? Every touchpoint impacts customer loyalty? Of course you do! After all, it’s Customer Success orthodoxy. But where’s the proof? There’s very little. See the problem? Most of what we…
It looks like you're new here. Sign in or register to get started.