Conversations focused on creating and showing the value of CS
Dear GGR Community, I`m looking for your input regarding QBRs. What`s your script for those meetings? Which questions do you ask? What are your goals? How do you approach upsell/cross-sell? Is anyone willing to share a QBR presentation you use? Thanks.
Our organization is B2B in the technology/software industry. Some organizations like SurveyMonkey and Qualtrics publish NPS industry reports, but their results vary and are typically gathered from their own customers. I am wondering if there are other reports or benchmarks that the GGR community trusts.
Hey GGR folks! We are exploring a survey or assessment to evaluate if our customers are getting value from their relationship with their assigned CSM and if they believe they will be successful with our product. I have a couple of questions I've been exploring through the community and have read some posts already. If you…
Hello GGR community, Seeking some guidance here as a new CS ops manager. I joined my current company a few months ago but soon got to understand there is a misalignment between how our finance team views and calculate churn and NRR vs how local operational teams do. Basically, our customers are subscribing to annual…
Hey everyone! 👋 Like many of you, I’ve invested in software solutions with the promise of reducing support costs and enhancing customer self-service. But I’ve noticed that some of the strategies we use to measure the success of these tools could use a bit of a revamp. Self-service isn’t a new concept in the customer…
Hi everyone, Over the last year I've calculated NRR by taking our ARR from last year (December's revenue x 12) and comparing that to each month of this year. This December will give us 2023's overall NRR. However, my finance team is challenging that. They are taking each month's revenue and comparing it to that month's…
Hi all, I'm looking at our goals for 2024 and trying to find some common KPIs for teams. For example, we've historically set a goal for 105% NRR for mid-market and SMB segments. That's pretty much the only one we have. What are some other benchmark leading indicators you all are tracking for your teams?
Hello Everyone, I'm very curious to learn more about how CSMs help their clients shape the Success Framework for their product. More often than not, clients may have some vague goals that are generic and not very measurable, for example, we need to have a better search or a better chatbot. We always want our champions to…
Hi everyone, At my organization, we're exploring how best to show the value (tangible and intangible) that our CSMs bring to the business. Like most SaaS companies it's easier to show how teams like Sales or Renewals are fairing as it's cold hard dollars arriving, but it's more challenging to show CSM functions success. We…
Keen to hear if anyone is looking into measuring success using CPV rather than NPS and other customer pulse checks? And if you are looking at CPV, how are you doing this?
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