One of the most common NPS detractor scenarios is feedback that is all about a local issue: configuration, security or other local choices the vendor has no control over. I have seen things like "won't allow me to edit" (the admin limited this user) or "where is the full menu?" (at some point the view was limited) or…
I am looking for advice and experience on how to manage the following types of communications: Uptime/downtime notifications for routine planned maintenance Uptime/downtime notifications for unplanned maintenance/events Product update information (service pack updates and new releases both major and minor) Informational…
I am interested in the ratio of CS members to customers your company currently has. What automation or processes do you have to support this? I am looking at assigning 150 customers per CS member, but have little automation supporting them. We may need to have this bump up to 200/per person in the next few months. Right…
With more than ten years in Customer Success and rebooting a program from scratch and fresh to a new role, here are some of my lessons learned on how to start (or restart) a successful digital program. 1) Do not call it scale, tier three, digital touch, tech touch or anything that brands it low value, low cost, and…
This discussion has been moved.
Hello there, first time posting here so thank you for taking some time to engage. I'm currently a Manager of Customer Success for a SaaS company and I've been tasked with creating a new Digital CS Program. I currently have one Digital CSM to support this effort and my company does not currently have a true CSP (Gainsight,…
Hey! I am on a Digital Customer Success team (100+ accounts per person) and am helping build out the program. I have a couple of questions: 1) For non-telemetry (no product usage) insights, what sort of alert widgets did your company create to understand how well or not well the customer is doing? (e.g. high volume support…
Hello, GGR Community! I've read the many past posts about what interview questions you may be asking of new CS candidates but I'm flipping the script a bit here: I'm headed into 3rd and final round of interviewing for a new VP of CS role. Super excited! I think I've been very thorough with my interviewee-posed questions…
Hey! I am helping build out our Digital CS at my company. An issue we see time to time on lower-tier customers is they don't have money to buy PS to help build/enable something and it's not a break/fix issue that Support can help with. What are resources and material you have in place besides product training that help…
I recently joined a SaaS startup, at a glance our solution is relatively simple, so I'm planning to build up a resource center that can equip clients with necessary resources to self-onboard. At the moment I'm thinking about open-source tools because of the financial constraints. I would appriciate any recommendation of…
It looks like you're new here. Sign in or register to get started.