Hi! Has anyone ever done a post-QBR survey to customers? I'd love to gather customer feedback on the EBRs to see how we can improve them in the future. My thought behind it is wanting to make sure our customers see the value in the QBRs and continue wanting to schedule them. I also think this would help inform strategy…
For those who have Customer Onboarding Engineers and Professional Services Consultants: I am very interested in hearing about how your organization approaches assigning resources to new customers. For customers who purchase PS, do they also receive a Customer Onboarding Manager/Engineer at the same time? Do you find that…
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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?
Hey! I am on a Digital Customer Success team (100+ accounts per person) and am helping build out the program. I have a couple of questions: 1) For non-telemetry (no product usage) insights, what sort of alert widgets did your company create to understand how well or not well the customer is doing? (e.g. high volume support…
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…
My company has had a Sales Led Growth strategy since its start, and currently has a CS motion in place to support it. Beginning in 2024, we are launching a new product that has a Product Led Growth strategy. I want to help lead a CS function to support this strategy. Anyone have experience or advice in standing up a CS…
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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