Has anyone driven customers / partners through a digital onboarding experience to initiate the joint Success Planning? Meaning, introducing the customer / partner to their customer portal experience, establishing goals and objectives and planning outside in. I see a ton of threads where internally organizations initiate…
I have been in the software sector for many years and have yet to see a well organized, customer friendly way to keep customers updated on a regular basis efficiently, and with solid customer facing, timely updates about their product enhancement requests. How do we welcome product enhancement requests and keep customers…
Hey All - I hope this message finds you well. As we all know, keeping our community updated with the latest insights and information is crucial for staying relevant and engaged. To that end, we are planning to launch a monthly newsletter that will provide updates and insights about our community and the broader industry. I…
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Hey all! We are doing a re-org in 2023 and I wanted to get some advice from others here. Does Customer Success live in Operations? Revenue? Or Both? Historically we have never had an Operations department, this all lived under Revenue so we are trying to figure out how to split it up. Two things in reality: 1) SMB…
Hi all! I'm new to the GGR community, and I'm happy to be here! I work for a small consultancy that specializes in building + maintaining a data stack for clients. With a background in SaaS customer success, I've been working on outlining a formal client success plan for the company as we continue to scale. I'm wondering…
Does anyone have experience with customer health scoring for a DTC digital health product. I am trying to determine the best approach to calculating our subscriber health score (for a digital health fitness product) particularly around reducing member churn and would love to pick someone's brain about this topic!
Hey! Curious, does anyone have experience setting up action (or inaction)-triggered cadences? How do you ensure users don’t go through the same cadence more than once? Is there something I’m overlooking? To give some background— The service at my company is free - commercial real estate brokers give us their data to unlock…
Hello ! I am in the process of laying down the foundation for a CS team within a new SaaS offering of a larger 3PL logistics corporation; it's complicated! We have direct customers, partners-as-customers, channel customers (what I'm calling the companies who come to us via a partner and the partner is key to the…
Hi Everyone! First time here and also first time as a CSM! I'm not quite moved into the role yet, but there are some moving parts, and i'm so so excited! If you are willing, I'd like to hear any stories, tips and ideas for success in this role.
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