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Becoming More Data Driven
Hello! I thought I'd ask this community of leaders as I've stepped into a management role for about 2 years now and really want to improve my ability to be more data driven and also capable of creating stories with data. What would some of your recommendations be for someone who is newer into management and tools you have…
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Handling a shift upmarket
Hi everyone! I am curious if there are CS people out there that have successfully navigated a change in your Ideal Customer Profile. How did you handle non ICP customers? Did your leadership/finance department factor in a temporary increase in churn (bad revenue) for the longer term success of this shift? Any and all…
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Measuring Account Managers
Pretty straight forward in how to measure Account Manager's results (expansion revenue as measured by $ or NRR). My question is, what are you using as earlier indicators? For CSMs, in addition to measuring results by GRR/NRR, I've measured by any number of early indicators and behaviors - such as product adoption, NPS,…
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CS for Managed Tech SaaS
Looking to exchange ideas on how to organize/roll-out our CS Strategy for a Managed Tech organization. We sell a SaaS product that is highly sticky, but not much user interaction with a UI. As I build out our strategy, I'd love to brainstorm with others who have been part of a CS org of a Managed Tech type of…
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CS and Change Management
Hi All, as you help your teams drive adoption & client value and help them focus on the client's business outcomes (vs. pure product adoption), how frequently are you leveraging change management best practice to help your team guide the client on the proper behaviors to lead to their desired outcomes? I ask because CSMs…
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Which CS conferences are you attending this year? Which CS conference do you recommend?
I have a limited conference budget and I want to ensure I use it wisely. I am sending my Digital CS and CS Ops team to Pulse. Is there a CS conference you recommend for a CS leader?
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As a CS leader, do you own a portfolio?
Hi! During this recession companies want to cut costs and get more efficient in every part of the organization. One way to do that is to get CS leaders to own a portfolio, but that must come with a cost - right? Would really love to hear your thoughts and additionally answer the poll.
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Customer Value Realization: How Can CS Achieve?
We talk a lot about customer value realization. What does it really mean and how do we achieve it for our customers?
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First full time support hire
Hi everyone. I head up a CS team for a small UK startup with 2 CSMs reporting to me. In addition we have a part time support agent that handles US (pacific time) hours. Up to now we have managed the entire post-sale customer lifecycle including support. I am now at the point where I want to hire a full-time support role in…
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How are you showcasing your RoCV-Return on Contract Value?
I really liked Rohan Gupta’s, blog post, “5 Predictions for Customer Outcomes in 2023.” The RoCV, Return on Contract Value, really jumped out to me, for in times of economic downturns I feel like every software purchase is being analyzed and there are two boxes CFO/CIO’s consider: the IN box and the OUT box. I’ve never…
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Best practices for tracking if customers are implementing insights
Hi everyone, I lead the CS team in a SaaS company that monitors e-commerce sites - a big part of the CS work is to highlight elements which are not working properly in the clients side and their impact on the business. We currently send monthly insight reports - but we want to create an on-going flow between meetings and…
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In your CS Communities do you admit:
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Community for CS
Hi, All. I am sure this has been discussed but we are aiming to focus more on Community here at my firm in 2023. I am curious about what people have seen work, particularly what has been reasonable to execute at a high-growth company.
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Seeking a strategic plan template
Does anyone have a really good deck template they use to do their quarterly or annual strategic planning that they would be willing to share?
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Enterprise Customer Success
Hello everyone! I am new to this community but a listener of the GGR podcast and follower of Jay Nathan for a while. I am currently a Director of CS leading the Enterprise segment for my company. We are hyper-growth stage after acquisition in April 2021. This yeah I am working through a couple of main themes (in addition…
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When the Champion / POC leaves the company...
Hey everyone! As we all know the economic times has caused many businesses have layoffs and cut back on expenses. I'm curious to know how customer success organizations are retaining customers when the champion or POC has left the company. I'm sure many are dealing with this and I'd love to hear thoughts on how others…
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New Year Reorg
In my workplace, it is common that a new calendar year means a reorg and account transitions. We transition an account for some of the below reasons: * Contract value change (+/- ARR or ACV) * "Strategic" account identification * New calendar/fiscal year * Balance (CSM) account load * CSM turnover Transitions are necessary…
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Head of customer success advice
Hello, Does any one have advice for someone who has just been promoted to Head of Customer success? Any tips/ticks/pitfalls to avoid would be great. Thank you, Katherine
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Impact of Value Realization
I know that we are all looking to drive our customers to their desired outcomes by creating those pathways to success and finding ways to speed up our delivery on those outcomes so that we can show our CRO/CFOs the impact of Customer Success on the growth of the company. With that in mind, has anyone done or seen any…
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Best CS / Leadership Training
Hi all, I'm a year into my role as the Dir of Success at my org, and we're in a rapid growth stage. I'd like to start the new year with a plan for my own growth and development, via an online course or an event, and I'm looking for some suggestions. I've checked out The Success League's leadership course and it looks…
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CS and Sales Engagement Model
Hi everyone, My apologies if this topic has been already been covered! Links to those discussions would be extremely helpful. I have recently taken over Customer Success and trying to build a relationship and working model with Sales has been challenging. How I see CS engaging with the customer and what topics to discuss…
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Customer success for public sector/government
Hi GGR community! Recently joined and excited to learn from this incredible community of experts. I have a bit of experience in CS but brand new to working with public sector clients and I'm interested in hearing from others with experience in this area as the customer journey is different in comparison to traditional B2B…
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How to best transition the CSM team for SaaS move
Hey All, I would greatly appreciate getting support and best practices on how to best transition a CSM and Support team into Saas, as our company is in the process of doing so. Aura Air offers software that goes hand in hand with our patented air purifier, to bring indoor air quality data for everyone to see. Our main…
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Definition of Customer Success Management (for academic research)
As a researcher I have realized that there
is no proper definition of Customer Success Management in academic literature.
It is often put together with key account management, customer support etc. To
provide a clear picture in the academic world I want to get some insights from
the practitioners and experts in this field.…
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"I want to shout about you from the rooftop"
Dramatic title - but don't we all want to talk about the great things our customers are doing? We're in the midst of evaluating our processes between marketing and customer success. We've got enough roles to make this happen but we're finding a balance around what the process should be and who should be doing what. In…
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Monetization for Customer Success
Hi everyone, I'm looking for a few examples of how saas companies have monetized their Success services. I've heard of a 15% charge for 1 year of "premier service" that includes a dedicated CSM. Does anyone else have a model like this at their org? Thanks!
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Customer escalation framework guidance
Hi all, Does anyone have a comprehensive customer escalation framework they are willing to share? We have 15k+ customers ranging from SMB all the way to multi-million dollar ARR. Our existing escalation protocall is entirely within the CS team and I need to develop something that includes when/how to bring in cross…
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CS Platform Rubric
Hello! Does anyone have a rubric to share to compare the various customer success platforms available? We are looking for key criteria to measure against.Thanks in advance for any insight! Andrea
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Insight & Advice Needed: Centralizing Customer Communications
Hello there, We recently went through an acquisition and some technology migration and are looking to do an audit and revamp of our communications to make sure everything is centralized, approved, is sending through the most appropriate platform, and has the correct tone. Has anyone done anything like this before? I've…
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Creating Support Processes - Tie in to Operations
Hi Everyone! I'm building support and success teams from scratch at a new start up, and we have essentially banking processes that will have to be completed for customers. This means that we'll have items coming in to our support team that can't be completed by us, and have to be routed to operations, etc. Does anyone have…