Does anyone have a Customer Success Playbook or Framework? Basically a document that goes over the CS department runs and covers things like:* CS Philosophy * Framework for QBRs * How to do upsells and account expansions * Standard for responding to client questions * Metrics CSMs are evaluated on * Etc. Basically…
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Hi Everyone! I was recently tasked with putting together our decks for our QBR's, Monthly Check In's, and Renewal meetings. Does anyone have any example of the templates mentioned? or Can anyone point me in the right direction as to important content that should be housed? I have a pretty tight four day deadline. Thanks!
Hi, Hope you all enjoyed the week this far! It's Wednesday, so break the week! Quick question & I want to pick your brain - after the onboarding, there is a ton of manual work to do (let's say 60%) - adding datapoints into the product (of the company that I'm working for) to get the product up & running. Although we are…
In the past 2 years as a CS, I have been struggling with creating an efficient and simple onboarding process for our new clients. SaaS B2B platforms can be very intimidating at first and look very complicated to use. Like all companies, we put a lot of effort to hook up new clients. Our duty as CS managers is to help our…
Hello dreamteam, I hope you are all going well ! I am wondering if a specific workflow exists when it comes to running change management for a new customer. Once the implementation and onboarding are done (meaning the sponsor understand, believe and can defend our product), how can we get started when it comes to change…
Hey GGR Friends! We are starting to investigate ways to better serve our smaller customers, using as much tech touch as possible. I'm hoping you all have some great examples of what is working for your orgs. We have a really robust onboarding program for enterprise customers, but haven't had the same success with our…
I recently had an incredible experience with Calendly. This got me thinking... Does anyone else do this? Look in their database for "wins" like this - finding duplicative payments, or accounts, and auto-merging them? Seems like low-hanging fruit for a big impact on customer experience. Curious to learn about more example…
Hello! I have run into an issue recently that I am looking to solve and wanted to see if anyone has encountered the same and have come up with a solution. My team is broken up into two segments - Commercial and Strategic and have a bonus that is paid out on renewals, upsells, and MBOS. This has worked well for a few years,…
Hi Everyone, We are about to launch a new usage reporting module that will be for Admin-users only. The automated report includes insights into usage benchmarks, platform areas, user leaderboard, etc., with recommendations on how to increase adoption and value. Previously these types of reports and recos would be shared in…
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