We know that equipping our customers for strong product adoption during implementation, onboarding, and beyond is critical, especially for those in the high ARR category. But how do you do this in an age where resources are limited? You build out a content center that is second to none! Share some ways content is making a…
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…
What would the entire buying process look like from "I don't know about this company" to "I am purchasing services from this company"? What is your company doing and how many employees it has?
Are you using CES as a metric? Or other comparable metrics? I frequently get questions on CES and wondering what the field application is like for this.
Hi All first post in the community! I'm looking for guidance on best practices around creating, introducing, and maintaining customer Journeymaps within a Series A SaaS company. Currently, our customer Journey maps are lacking/practically nonexistent. I'm struggling with one convince our exec team that this artifact is…
How do you evolve your account strategy throughout the customer journey? One template, with placeholder for metrics and strategies as the customer iterates through onboarding, ramp-up, maturity, adoption, expansion - whatever your journey steps are? Or do you prefer separate account strategy templates as the customer goes…
Good day GGR team, I am in search of a churn Post Mortem template . This would be some kind of analysis to submit to upper management. As well, I was thinking, it could be archived and used as lessons-learned and use cases. Long game, it would be very cool if we can use the info to creae data point to help with risk and…
Hi all! I'm so thrilled that Monday I have a final interview with a company I've loved talking to but I need your help! I have a panel presentation and brief discussion with them on Monday and I'm expected to have about 5 slides (provided by them, blank of course) to validate the following requirements: Ensure I'm aligned…
Hey All - I work for an incredible startup as a CSM. This is an incredible grassroots company as of right now. To gain insight into what works best for measuring and improving CSAT, I'd to hear from you - the community. We're looking for your input on the following questions: What questions do you get the best answers to…
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