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.
How are you bechmarking Sales and Renewals in your team?
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…
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