Hi CS friends, Has anyone had any luck or have some suggestions around gamifying the customer journey? We've run some tests with cohorts to help drive platform adoption using badges and swag with mixed results. We are B2B but trying to tap into B2C learnings as at the end of the day, we are still talking to...people.…
As the title says, do you feel that you have a voice or involvement in the tools that you use to make your job easier on a day to day basis?
We are in the process of evaluating our OKR process and effectiveness. I have a few ideas on how to make them impactful for the team and not become noise. I want to keep them focused on value for the customer. Does anyone have any OKRs they've loved and seen be really impactful? Thanks for any suggestions/ideas!
Dear network :) I would like to hear your opinion on a semantic question regarding what to name a customer board. Do you have any thoughts, reflections, opinions about whether a customer board should be called a Customer Advocacy Board or a Customer Advisory Board. A reflection from my side is that a Customer Advisory…
Hi, guys I was recently hired to assemble from scratch a CS area for the company I was already working for. One of my first tasks, appart from thinking about the company's CS strategy, is to introduce myself to our clients as the CSM. Do you have any tips about: 1. How this meeting should go? 2. How long it should take? 3.…
Hi, guys! I work at a software reseller/ consulting firm, reselling cybersec software from companies like IBM, Forcepoint, OneTrust, etc. The thing is, those "supplier" companies also have their own CS teams. I'm wondering, whats the type of relationship/ responsabilities between: EXAMPLE IBM CS Team (supplier) -> LEADCOMM…
Hey GRR fam! I started a new job recently as a CSM and one of our objectives is to engage with the Executive Sponsor. I'm inheriting the vast majority of my accounts from another CSM. The challenge:* The Executive Sponsor (ES) is generally not that involved nor uses the product. * My contacts are the Admins or Adoption…
Hello, GGRers! I'm curious if anyone has instituted Calendly or another appointment scheduling software to cut down on time spent chasing customers for calls and to give customers the control/flexibility/modernization they're looking for. Anything stand out that ties best with Outlook, matches your org's IT requirements,…
We are looking to boost our presence for one of our products on G2. Looking for best practices on running a campaign around getting customers to participate. who should own the overall process, what works in a campaign, what role should the CS teams play? any thoughts or tips would be helpful thanks in advance. jay
Good Morning! Gain Grow Retain has an exciting opportunity ahead of us and we're asking for a favor... GGR has a podcast. We put out 3 episodes a week. Some interviews, audio from Office Hours, etc. We're eclipsing 10,000 downloads a month which is a big milestone. This milestone has created an opportunity that is coming…
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