I am trying to establish a capacity model where I will be able to see when my reps have reached capacity and are in danger of going beyond that threshold. My data sources are intercom, booked calls & inbound phone calls - my blocker is the calculation. Should I calculate annually/quarterly and Monthly to get base per? or…
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…
Hello everybody. Does anybody have experience using Hubspot as your main CS tool? Any tips and best practises, I need to know about.
Hey ya'll, I would love to hear your opinion on NPS survey. If one adds more questions to the survey besides 'would you recommend us to someone else?' does that still considered to be an NPS rating? Do you think adding more questions will affect the response rate? How would you suggest getting more data out of low-rating…
Hello all! I lead success, support and services - all important post imp pillars of our business. I have noticed our health scores are not fullly capturing "support health" of our clients. For example, a customer has high usage, engagement, etc. but 50% of the engagement is on support tickets. Anyone have any thoughts on a…
I've been geeking out about Usability testing since I started at TryMyUI. I understood that User Experience research was a thing, but always assumed it was something that was only for $Billion$ tech-companies. Since working here though, I've been thinking of ways that we as CSM's could gain a WEALTH of knowledge and…
Dear community, As of when is it relevant to move towards a CSM tool? Do you look at the number of accounts CSM is managing? Maybe also the maturity of the team + the data that is available (the readiness to automate)? Are there other criteria to consider? Thanks a lot in advance, Tine
Hello GGR community, I’m looking to connect and have conversations with individuals who have been involved in implementing CS platforms. I recently reviewed a few tools and shortlisted CS, Totango, & Custify. Some background : Team of 3 CSMs and expanding to 5 by EOY. Early maturity model; SFDC used for Sales/CRM,…
Scenario: Three companies have merged into one newly branded company. They need to merge their instances of Salesforce or start from scratch (this is currently being worked on with a hired consulting firm to figure out best path forward). At the same time, this newly formed company knows they need a customer success…
Hi all, While I realize this is a Support and Development oriented type of topic, I'm trying to identify SLAs/SLOs for Average Resolution Time of defects in SaaS products. I'm concerned that our company's SLOs are not aggressive enough and that this at times is negatively impacting the customer experience. I realize a lot…
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