Hi everyone, I really appreciate being a member of this community and I enjoy reading about all of these topics every day. So, we are planning to use Intercom chat and we were thinking that every CSM should add a profile photo. Although, some CSMs mentioned something which I found valid, and this is that they don't want to…
Hi all, First time poster here; looking for some GGR community wisdom. We are a SaaS startup with a relatively complex product. Our implementations are fixed-price, high-touch, last 4-6 months, and require a 2 hour/week customer commitment throughout onboarding. While most of our customers are very responsive and eager to…
Hey Everyone, I wanted to know if you hold routine meetings with your customers what format and discussion points do you have? I have moved from SaaS to research, so typically I am used to discussing items that include: - Usage - Support tickets and themes from them where we can support them further - New projects What are…
Good afternoon Success Community! Thank you for having such an amazing forum for us! I am new around here and I would love some expert advice. In 2018, I created a Success Department from scratch. My department has grown from 1 - 13 including Tech Support as well as Live Chat. I have reinvented the customer journey 3 times…
Hello! As we look to continue to evolve our client journey, specifically in the client onboarding phase of their journey, we are evaluating customer performance indicators. We have the important KPIs for our business to measure their success in onboarding, but are looking to retool the customer's performance indicators…
One of the partner's of the VC firm funding us was on the panel for this webinar and she invited me to attend. I hope you get us much out of it as I did. https://www.youtube.com/watch?v=tmlS73G27jg&ab_channel=SiliconValleyBank
Hi All, we are revamping our internal customer success onboarding curriculum and I wanted to find out if anyone has a good template they can share with me? Thank you
Hi CS community, I recently started working for a large corporation who is establishing a Customer Success Division. At the same time our company is also making the first step to SaaS. Because we are so big we can't just click a switch have have all products on Cloud hence we are slowly starting to transform a few products…
Hi all, I work for a product-led SaaS, the majority of our users purchase without even speaking to a person. This means we have a lot of customers on monthly subscriptions and we operate one-to-many relationships. Our largest customers, a small chunk of the overall base, have a 1:1 relationship. Our pricing is based on the…
Hello there In the process of rolling out customer success plan at scale at Gainsight. Does any one have experience in rolling out standardised Customer Success Plans at scale? How it is it going and what are some best practices? Many thanks Steve McDougal
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