Hi all - we're early stage CS and working on implementing automated engagement and tech touch journeys. Can anyone share any resources, best practices, tips, or examples of really effective email templates/formats for CS engagement? Even just principles or guidelines you use. I'm obviously trying to do some research on the…
Question to the community. As I work with customers across a variety of programmatic service areas regarding the deployment of an LMS I find myself wanting to get away from customization and begin using some kind of template(s) for those that are in parallel with various 'marketplaces'. Does anyone know of a good resource…
Question to the group: our team has long struggled with setting/maintaining a QBR schedule with our strategic customers. I've long held the position that in our industry (the nonprofit sector) they are essentially pointless; as IT staff and other key decision makers are typically overwhelmed by other work-related duties…
Hey all, I wanted to gather some feedback here around creating strategic account plans. I find that Success (& our sales partners) is often reactive rather than proactive and we are beginning to think about how to create proactive account plans for our clients (i.e. only come up with a game plan/strategy when there's a red…
My boss has challenged me to contribute strategically in my role leading the customer success operations team. Searching for inspiration, I came across a table at https://www.smartkarrot.com/resources/blog/customer-success-ops/ that I adapted to what I aspire for our team. I'd welcome pointers on my journey to more…
Newer CSM here... I am working on crafting cancellation emails to group users as opposed to the group admin (more likely the buyer). I am trying to do research on this, and just getting general cancellation email advice, but what I am looking to learn about is how to differentiate the email when contacting the head of the…
Curious as to the processes. To be clear, this is a process where senior ( V or C level) executive team within your organization, develop an active role or relationship with the executive manager (usually C level) of the customer. It's worth mentioning that this is specifically for top segment/enterprise customers, since…
Hi Team - we want to roll out a referral program both internally and to our customers to help boost our word of mouth marketing. Has anyone tried this and what was successful in terms of prizes/reward and roll-out?
Hi GGR Community, I am in the early stages of exploring a process to conduct exit interviews from churned customers. The thinking being learn from your churn. As part of the process, I am toying with the idea of having a 3rd party vendor conduct an exit interview with the customer. Reaching out on here to see if anyone is…
Hi all, I'm interested in hearing the thoughts and wisdom of this group around dark or "ghosted" customers. Despite many improvements to customer engagement, we continue to have strategic customers who ghost us for one reason or another. I welcome your insights on how do you re-engage these customers? I would love to…
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