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Platforms for tracking SaaS metrics?
I am looking for recommendations for software's that track SaaS metrics? I am wanting something that calculates metrics such as CLV, CAC, Customer Churn, NRR, GRR & more. Any suggestions of platforms you have used & liked would be appreciated.
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Software options for tracking SaaS metrics?
We are looking for recommendations for software's that track SaaS metrics? We are wanting something that calculates such metrics such as CLV, CAC, Customer Churn, NRR, GRR & more. Any suggestions of platforms you have used & liked would be appreciated.
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Qualitative Data & Decision Making in Customer Success
Hello all, I am quite new to the Customer Success space but have worked with great customer success colleagues in close partnership as a Product Manager for several years. Recently, I've been exploring how LLMs (the AI behind ChatGPT) can be used to synthesize qualitative data from customer calls and emails. I would love…
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Are you Ready to implement a Customer Success Platform?
As you know, today’s CRM tools don’t do a great job of supporting post-sale customer lifecycle management. A Customer Success Platform (CSP), like Totango, provides many benefits in managing this customer journey – tracking health, milestones and risks, and CSM productivity, automation - scaling CSMs’ abilities to take the…
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Onboarding B2B Customers - Looking for feedback/testing
Hi there, My name is Artur, and I've been obsessed with the customer journey in the B2B space for a bit over a decade. At my last company, Adopets, I was still overseeing our customer journey from founding the company to the moment we sold it. One of the things that I spent the most time questioning is how we can…
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ChatGPT for Customer Support
Hi All, Just wondering if anyone has got any insights or experience on how ChatGPT can be used for supporting customers for a SaaS product. Many thanks in advance. Mona
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Which Project Management Tool Is Most Used / Best in CS? (Asana, Trello, ClickUp, etc)?
Hey everyone! If you have a second, please take a moment and vote on this poll I put in LinkedIn this morning - I have to set up a project management database in preparation for an upcoming bootcamp assignment, and I'm debating if it would be most valuable to do it in ClickUp, Trello, Asana, etc. After all of the…
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Gainsight vs Planhat vs ???
Hi, I just started this week as VP Customer Success at a company that works with enterprise brands and connects them with creators/influencers on the platform. We are scrapping the entire tech stock of Hubspot/Asana/Klaviyo and I am looking to implement a full-scale CSM software to scale and grow the company this year. We…
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The Cloud's Down, Now What?
Recent disruptions of service affecting major CSPs have highlighted the importance of having a multi-cloud environment and backing up customer data. One of the main benefits of a multi-cloud environment is increased resilience and availability. By spreading data and workloads across multiple cloud environments,…
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The Cloud is Down, now what?
Recent disruptions of service affecting major CSPs have highlighted the importance of having a multi-cloud environment and backing up customer data. One of the strategies our team deploys is running of a multi-cloud environment (MCE). One of the chief benefits of an MCE is increased resilience and availability. By…
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CRM recommendations?
I am looking for one that can help me with my proactive outreach (outbound communication/ emails), a centralized system for customer information (right now our data is hard to access), and I'm not sure if this is an option but if any involved usage data that would be helpful. I'm relatively new to being a CSM so ease of…
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Salesforce / Jira Connector for Bug Priortization
hi all, does anyone have any experience or preference when it comes to integrating Jira with Salesforce? less interested in creating tickets in SF to be sent to Jira at the moment - mostly interested in connecting customer data (outside of name - such as ARR, segment, vertical etc) to Jira tickets (in this scenario:…
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playbook triggering
I am looking for sample and sharable playbooks triggered by an identified risk, identified opportunity, anomaly detected, CSM-initiated, or significant change in components that make up customer health score. It could be automated or CSM-led or hybrid. Where are such playbooks usually documented? In the CS platform? In a…
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Replacing ChurnZero with Planhat
We're considering ripping out ChurnZero and replacing it with Planhat. We've had ChurnZero for 3 years and have grown dissatisfied with some of the recent changes. Has anyone done a rip and replace to Planhat? Anything we should be aware of in terms of functionality ChurnZero had and Planhat doesn't? Thanks so much!
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Looking to share experiences of Totango
Hi All Over the last 5 years, I've been an avid user and supporter of CS platforms and in this time have been a user of Gainsight and Totango on multiple occasions. I've just joined a company where Totango is the tool, and definitely the right choice for the company. I last used Totango about 18 months ago and its great to…
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Gainsight Certifications
Hi All, I'm not sure if anyone else has encountered this scenario/need, but I figured this was the place to ask! I don't currently have a "work email", but I wanted to use some downtime to add some certifications to my toolbox and Gainsight doesn't seem to allow for signups to any of their course content without a work…
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Onboarding (One to Many) Set Up
Greetings All - My first post was over the weekend, and as I explore and learn more from the GGR community my hope is that I can get a bit more engagement. I work for a fairly young start up who currently is going through 1:1 onboarding. My hope is to switch to a one to many format and I'm getting caught up on how to have…
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HIPAA compliant alternatives to Zendesk?
Hi all! I am beyond ready to replace Zendesk for our helpdesk/customer service platform. The challenge, is that I need a HIPAA compliant system to replace it. Any recommendations for platforms I should demo?
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AI Advances & Customer Success
Someone recently asked me: What are some examples of how GPT-3 can benefit customer success managers? To which I replied: 'GPT-3 can be used in a variety of ways, from generating text for blog posts and social media posts to creating personalized emails and sales pitches. It can also be used to generate text for internal…
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Advice for unifying information
Hi GGR community! Does anyone else feel like their org's information is a bit all over the place in terms of where it all lives? Looking for any recommendations on tools to help unify information, or best practices to avoid the mess.
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LMS Vendor Recommendations
Hi GGR Community! Reading through the posts on LMS and there is a lot of great back and forth. Looking for an updated recommendation re: LMS vendor to strengthen our customer implementation and onboarding (SaaS)? What are you using? What have you vetted? Looking for all recommendations. Thank you!
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Onboarding & Launch Project Management Tools
For those navigating complex onboarding processes with clients, what is your preferred joint project management tool to multiple threads? Onboarding Scope and Goals Onboarding Project Management Communication Plan and Timeline Must be able to share/collaborate with clients. Michelle VP of CS at Learn In
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Seeking Feedback on Vitally - CS Platform (similar to Gainsight, Client Success, Churn Zero, Catalys
Hi everyone! I'm currently looking to implement a CS Management platform for our startup (~25 employees). I have a demo coming up with Vitally (https://www.vitally.io/) and was interested to hear if anyone has any feedback/insights on this particular platform? Would love to hear about implementation time, CS services,…
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Vitally
Does anyone have any experience with Vitally? Someone internally brought them to me but their platform looks really weak. Before I lean in I'd love to hear if anyone has experience with them - good, bad or indifferent. Thank you, Emily
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CS Platform Advise
We are just starting the evaluation process of a CS platform and looking for some advice on platforms. We're looking at Gainsight and ChurnZero, but curious if there are others we should be considering? Planhat has come up as well as Service Hub from Hubspot. Does anyone have experience with Service Hub? It seems to be…
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CS Platform for early stage startup
Hi GGR Community! We are an early stage startup and need to implement a CS Platform that is very user friendly, not difficult to integrate, integrates with Hubspot and cost effective. I have used Gainsight in the past and would love to use it again, but don't have the budget or the time. Would love to hear everyone's POV.…
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Community VS Slack Groups
This came up in a discussion recently. Why do we need a community when we have slack groups?
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RFP for a Contract Lifecycle Mgmt Sys
Has anyone recently gone to RFP for a contract lifecycle mgmt system? I’d love to build on existing brilliance rather than to write the CS and Renewal items from scratch.
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I am halfway through interviewing 100 CSMs
Hey All, I'm putting together a report on my findings interviewing 100 CSMs and asking them about their thoughts on the way they engage with their clients and if they wished they could do anything differently. I've had some incredibly varied and interesting opinions shared by the 50+ CSMs I've individually spoken to thus…
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New KPI Tracking
My company is beginning to track CS Rep meeting activity and engagement metrics. We are mostly looking at: Are our QBRs happening? Have we met with our champion in last 90 days? Have we had an exec-to-exec meeting this year? Are we single-threaded (relying on one person in our customer)? How quickly are we responding to…