The market and financial fluctuations impact your customers, and it is important that you identify any risks to deals or renewals and create a relevant POV to create effective messaging and engagement. An example for increasing your knowledge without having to become a financial expert is using ChatGPT prompts to see if…
We are planning virtual sessions for our community members to learn best practices for use of our technology and network with their peers. I’m curious how other organizations support networking for their community members. I am also wondering how other success organizations measure if the client networking session was…
We all know the challenge – convincing potential clients to take the leap and try a new SaaS product. But how do we encourage them to be truly invested in their success with our platform? In short, how do we get them to have 'skin in the game'? This concept, popularized by Nassim Nicholas Taleb, emphasizes the importance…
Before you answer, consider this. Do you think: Faster time-to-value always means lower churn? Value must be measurable to be meaningful? Every touchpoint impacts customer loyalty? Of course you do! After all, it’s Customer Success orthodoxy. But where’s the proof? There’s very little. See the problem? Most of what we…
A question I get a lot around retention frameworks are effective or overrated? So, in my experience, there is no once-size-fits-all model. While they can help identify key success metrics, they also have potential challenges for some organizations. One challenge is that they can be complex and time-consuming to implement,…
im Building a sample org chart for how our company might be structured for 100 employees (we are currently around 25 employees). I know this question is void of much context but I’m trying to understand the pros and cons of having Customer Success report into a CRO vs Customer Success report directly to the President. What…
My company is going through a transition where historically our CS org was more of a high-touch consultative program in support of a SaaS application but now going to a more tech-touch true SaaS motion and fewer consultations. With that said this transition will happen slowly over the next 6-8 months. In the meantime, I'm…
Hi! Has anyone ever done a post-QBR survey to customers? I'd love to gather customer feedback on the EBRs to see how we can improve them in the future. My thought behind it is wanting to make sure our customers see the value in the QBRs and continue wanting to schedule them. I also think this would help inform strategy…
My company has had a Sales Led Growth strategy since its start, and currently has a CS motion in place to support it. Beginning in 2024, we are launching a new product that has a Product Led Growth strategy. I want to help lead a CS function to support this strategy. Anyone have experience or advice in standing up a CS…
Hi all, Wondering how you all compensation Success Operations lead/team members? I can't seem to find much online. My gut is team NRR + goal achievement.
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