Hi! We recently implemented internal CS QBRs as part of our quarterly GTM kickoff weeks. Curious if folks have a specific format that has worked very well for the QBRs and/or other content/workshops/etc. that have proven to be valuable during GTM kickoff weeks.
Hi All, I just joined this beautiful community, thank you for existing! I am very obsessed and in love with Customer Success, but my organization did not know or hear about it as a department until I started bringing it up and socializing the idea with senior management. I am currently a "jack of all trades" guy doing…
I work in an industry where some clients cannot see, refuse to see, or refuse to even care about the value and importance of the services we offer and stay focused only on what is in front of them at the moment. I have clients like this. I also have clients who understand strategic initiatives that will help them operate…
We are a fairly new customer success team looking to implement a customer success software tool to help us measure customer health, build the customer journey, and manage retention. We are a midsize SaaS company and a leader in our market. We plan to look at ChurnZero and GainSight but would like to have additional…
Hi all, I work for a hardware company currently. Our sale is a piece of video equipment to the customer, of which right now we have no data. So once they get the piece of hardware set up we have no metrics to measure whether they are using the product or not. Currently, I meet with our biggest enterprise customers on…
Hi Folks, I have recently joined as a CSM and I see the importance of QBR's all throughout the CS sphere, where the product adoption part is specifically discussed over the quarter. Isn't it better to provide the customers with product adoption updates on a weekly/bi-weekly/monthly rollouts? This would ensure the customer…
Hey everyone I’m looking to move into my first CS ops role and have a few interviews lined up. I’m really nervous but also feeling a bit of imposter syndrome. Id really love to know what you would look for in a cs ops candidate and what type of questions you would ask. I want to be well prepared so any support would be…
Hi everyone! I am newer to this group and was referred by the awesome @Jan Young! I am just diving into reading the posts and love all the insights you share. CS professionals are the most generous people! I have been working in healthcare SaaS (in roles in CS, Training, and Sales Support/Product Specialist) for 10.5 years…
Hey All - This is my first post so my apologies is content exists on this topic already, and/or, if I do this wrong. I'm really excited to be working for a startup that's bringing in lots of clients and my goal is, you guessed it, to gain, grow and retain them. My desire is to set up reoccurring office hours. The challenge…
Hi, all! I'm a new member and stumbled upon this community while searching for solutions/best practices on scaling our Customer Success function. We are currently on a hiring freeze and, as sales continues to close deals, our need for a scalable success model is expedited. We have implemented process/engagement-related…
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