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 readi…
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, & …
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 …
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 compa…
Hey everyone! Finally able to get back into the site. For some reason, I couldn't log in. I'm looking for some perspectives and/or data points on time to the first value. Of course, the clock starts t…
Hi all, So I recently joined SadaPay, an emerging Fintech Startup and one of the fastest growing companies in Pakistan. Previously, I was working in the CS Department for a US based organization, a su…
Wanted to get people’s feedback on an idea I have. If there was a way to use data analytics to verify which of your CSM’s red account tasks actually impact your retention on at-risk customers, would t…
In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. However, in the real world, both time and resources do not permit this le…
Hi all, new to this forum but a long time fan! I'm curious how other CS leaders have developed feedback loops or mechanisms to understand "CEO satisfaction" (metrics, cadence, process, etc). Having 1:…
Csms good morning! I was thinking in waste of time or lose of focus due to tries for accelerate a solution to client. Should I dig? I know the beautiful answer could be yes, but exist some csms are ve…
