One of the most common NPS detractor scenarios is feedback that is all about a local issue: configuration, security or other local choices the vendor has no control over. I have seen things like "won't allow me to edit" (the admin limited this user) or "where is the full menu?" (at some point the view was limited) or…
A question I get a lot around retention frameworks are effective or overrated? So, in my experience, there is no once-size-fits-all model. While they can help identify key success metrics, they also have potential challenges for some organizations. One challenge is that they can be complex and time-consuming to implement,…
im Building a sample org chart for how our company might be structured for 100 employees (we are currently around 25 employees). I know this question is void of much context but I’m trying to understand the pros and cons of having Customer Success report into a CRO vs Customer Success report directly to the President. What…
I am looking for advice and experience on how to manage the following types of communications: Uptime/downtime notifications for routine planned maintenance Uptime/downtime notifications for unplanned maintenance/events Product update information (service pack updates and new releases both major and minor) Informational…
Implementing, learning, and obtaining value from your solution is a novel experience, meaning customers face a lot of uncertainty along the way. You, however, have the experience deploying your solution many times with many different customers. As a result, you know what works and what doesn’t, and you can reduce their…
Nick Mehta the CEO of Gainsight recently said something to the effect of "if you're working an account you should know 5 people there." Let's say you're about to go into your first call with a client and the person on the other end is "the main user", the "power user". Let's also say the org purchased online w/o much of a…
In the realm of Customer Success, the quest for revenue generation goes beyond mere retention—it encompasses a holistic approach to nurturing customer relationships, driving expansion opportunities, and securing renewals. At the heart of this endeavor lies the LAER framework: Land, Adopt, Expand, and Renew—a strategic…
I am working on overhauling the cancellation experience/process and wonder how you handle them? How does your customer cancel? Do you try to save every cancellation? How do you manage renewal notifications? Do you have an automatic price increase baked into every renewal? My model for cancellations is Apple. When you…
Starbucks’ CEO did a lengthy stint as a barista. Uber’s CEO took to the road as an Uber driver. Is this because they both happen to be such curious people with extra time on their hands? Probably not. There had to be a compelling business reason. My take: These CEOs became extremely concerned that their respective…
Hello All, I'm new to my CS Ops Mgr role and I'm trying to think of the most efficient way to connect our Product team into customer meetings with the CSMs, which are held on a regular basis. This is so that they can hear the feedback from the customer and ask questions directly, and it appears to have proven successful…
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