Hi there, I'm new to the GGR community and am in the process of standing up the first customer success marketing function for our company (B2B Tech). We are building out simple email campaigns and communications for success nurture (i.e., onboarding/activate/adopt). What industry benchmarks do you follow for email…
Anyone here using Einstein? This is Salesforce AI/automation tool that is built into Service Cloud. If so would love to learn about your use cases and get feedback!
Do anybody have an experience building CS dashboards and customer journey mapping in HubSpot? I just need some insights on how to absorb checkpoints like kickoff meetings, QBR, surveys etc to report on those metrics to determine the health score and renewals risks via dash boarding.
At Higher Logic we're deploying a pooled Customer Success model for certain customer segments. We're looking for inspiration on how to structure it. Do you have a pooled CSM model? If so, how have you structured it to handle both outbound proactive activities and reactive "hand-raiser" requests as customers need it? Also,…
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Do you send a survey to the participants after each of your webinars? And what`s the goal? Which data do you collect? If you don't why don't you do it?
Hi everyone, There has been some discussion here around the customer journey mapping. We're just getting started with this exercise and I wonder - do any of you have some templates/examples of journey maps that you can share? A few additional questions:* What steps did you follow when you created it? * Did you involve…
Hello community!! It's been a long time since my last post. I am interviewing for a Digital - Scale CS role and a question came up that got me thinking: If managing your pool of customers you find 100 customers who are completely inactive and haven't used your product in the last 3-6 months, no active users, no…
Hello, I've recently accepted a position with an amazing company who has hired me to establish a solid Sales Reference Program under the umbrella of the Customer Success Department. Currently, the CSMs, sales account managers, and marketing department have been sort of haphazardly handling this. But the concern, of course,…
Hi all, I am transitioning to a formal Customer Success role at a startup with less than 10 employees, so you can imagine there are a lot of bases to cover! We currently use Zendesk Support and Sell alongside an avalanche of Google Sheets and Docs to manage everything. I'm hoping to get some guidance on tools that I can…
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