How did you configure lifecycle Stages in your CS platform? I am looking to stand Stages in Gainsight up for the CX org I support. We are starting from scratch & I am curious to hear what other stages folks have implemented. Please share your feedback on any or all of the questions below: How did you label each Stage What…
👉 No actual data backing while assigning weights 👉 Not updating weights with updates in product and customer behaviour 👉 It gives you a sense of health not if they are more likely to expand or churn Here’s how this can be solved: 👉 Assign weights using AI 👉 Auto-update weights using AI to keep them updated with product…
Hi GGR community, I’m looking for some resources and examples of how CSM variable comp can be structured. We have a team NRR target but no levers to upsell at the moment. I’m looking for some questions to get me thinking about how to structure comp around retention to ensure individual CSM portfolios (for 4 CSMs) tie to…
I inherited a CRM that an acquired company was using. I do not see any way to get it up and running, even in the most nominal sense, without a complete redeployment from scratch. I have experience working with an orphaned CRM. It had programs built but were inactive, but data was mapped to existing fields and systems. To…
Hi! First post here and I'm excited for some feedback! We use salesforce for our CS team and have been struggling with visibility into churn mitigation efforts/progress and keeping CSMs organized around churn mitigation planning. We have a churn risk level (values= confirmed churn, high, med, low, unknown) field, a churn…
Our team is working on refreshing our program to identify, log, and reward customers who help us with things like testimonials, case studies, and prospect references. What framework have you found to be most effective in maintaining your customer reference database? Have you discovered any new or creative incentives to…
Good morning, everyone. I work in a small company, and I am responsible for creating a health score for the customer success team to use. The metrics to be used have already been thought out, but I am unsure of how to standardize these metrics in some kind of program and how to scale from there. If you have any templates,…
Hello Everyone, One of my customers has been inactive for the past 6-7 months. I have tried reaching out to them through personalized and product marketing emails, texts, and calls, but I didn't receive any response until yesterday. They finally responded and informed me that they haven't been using the product since March…
Does anyone have any experience or recommendations of tools/software for tracking media and news updates of your customer base? I am looking to track updates on approx. 200 companies in our customer base in order to keep CSMs up to date on their portfolio's key events. Google alerts is too noisy and tedious to set up for…
Hello there, How many of you faced issues with opportunity data in your organization? Did you really check why teams are creating issues in opportunity data? How did you resolve the opportunity data issues? Would you be interested in having a short conversation on this? Thanks in advance.
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