Conversations focused on creating and showing the value of CS
Hi GGR Community I’m new here and honestly just looking to learn. I come from a data science background and have been doing some really cool stuff with deep learning and CSAT. It’s been really cool experimenting with this data but I feel like I have a big gap in understanding what folks actually use CSAT for in their day…
Any EdTech CSMs out there that would be willing to meet to talk through how you handle expectations over usage? I am especially interested in situations where you have a district-wide offering. How do you set up reasonable expectations for what success looks like using your company's offering?
Hi all, I work at a growing start-up for a B2B SaaS platform, with customers in a range of industries and ranging in size (largest is 7,000 employees, smaller side is 250 employees). In the process of scaling and with that, moving away from the (horrible! unwieldly!) spreadsheet we use to measure customer health… getting…
Hello everyone, I"m looking to measure the adoption rate of our new CS tool. Does anyone currently do that? What metrics are you measuring? We are currently using Totango and they do have some information available regarding the counts on open tasks, completed tasks etc. Thanks Melissa
At my last company, we offered many SaaS offerings billed in a typical fashion - licenses for "x" years, with or without auto-renew. Since moving into payments, the pricing model is different, but reading some threads here has spurred my curiosity once more about auto-renewing SaaS contracts. What I'd like to ask the…
Hello everyone, I am looking to understand industry best practices on churn calculations. Do you calculate churn immediately if the renewal date passes or do you allow a grace period (15, 30, 60 days, etc) if you expect the renewal is in fact on its way? Thanks!
Hello everyone, Wanting to get some insight from others to help delineate responsibility between CSM vs. Support team. We are a medium sized Saas organization and most of our CSM's have a 1:1 relationship with clients (at least for larger clients; we also do have a shared support model for smaller clients that is…
Hey everyone - great to be a part of such a supportive and engaging community. I was wondering if there are any folks here that are in Healthcare / Health Technology / Digital Health Customer Success? I'd love to connect (LinkedIn and Twitter links in my signature). I've been working within healthcare (payers, providers,…
Hi There, We are currently revising our customer segmentation - Engagement Model/Process. Just wondering what types of offerings the community provide to tiered customers? Thanks
Before on boarding a client are you stalking the company and the point of contact that was provided to you by sales department? Which kind of information are you looking for on the company or on the point of contact? What, in your opinion, could be helpful to you and why? Which information will help you know your client…
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