Hi, I would like discuss about how a CSM can handle the renewal phase.š§ For my side, I contact the client about three months before the renewal date. If the customer doesn't wish to renew, the subject is escalated to the sales representative for further analysis. In your company, is the renewal phase managed by the CSM? Ifā¦
Hello All, My team is launching a fully digital onboarding and engagement process for our small market clients, and we are going to be leveraging Zoom Webinars, coupled with Salesforce and ChurnZero to drive adoption with our small market clients. Where I'm struggling is with the mechanics of how to track who signs up, whoā¦
Hi everyone, This question is really geared towards a less mature growing/scaling CS organization within a business... What resources/templates have you utilized to build your customer journeys? Cheers, Grant
I had an interesting conversation with my CEO last week and have been thinking about this a lot. He asked me - long term do you see customer success living under Revenue or Operations? CS for us is onboarding, training, CSMs, customer service, etc. all living under the CS umbrella. We own renewals, upsells, downgrades, andā¦
Hi everyone, May just started and will surely pass quickly and we will find ourselves at the end of Q2 in less than 60days. I am Curious to know when you start gathering contents and data internally and outreach to your clients Executives to schedule your mid-year Business Reviews? And do your champions help you get thatā¦
Hey GGR Community, In what ways are you helping your customers engage with your organization's relevant content without overwhelming them with marketing-style emails? I have considered putting together a monthly newsletter outlining the upcoming events and content releases but want to make sure it is adding value and notā¦
I have recently transitioned from a company that was purely recurring revenue to a company that is heavily involved in billable hours. I'd love to visit with Customer Success Leaders at companies that manage billable hours.
Back in 2020, Anita Toth authored a 5-part series on Churn. The first one focuses on Survey Response Rates and can be read here. Surveys are a wonderful tool that help us learn insights about where our customers are at, but many times either the response rate or depth of info is so low it doesn't really help. Anita looksā¦
I am trying to compile a list of CS productivity hacks, tools, or tips you might have .... Figured out a way to organize your customer emails in Gmail so you don't get overwhelmed? Please share. Have a cool (free) chrome extension that has made your life as a CSM (or CSM leader) infinitely more enjoyable? Please share.ā¦
Assume you're in the business of selling peaches. You're well aware that you have the best peaches on the market. And you want to demonstrate it to others. So before they decide whether or not to buy, you give them a complimentary bite of the fruit. Some people buy, some donāt. You figure out a way to persuade moreā¦
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