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…
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 ticking as soon as the prospect becomes a customer, and time to first value is going to vary based on your solution but has…
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 subscription-based model. I have worked as a Customer Experience Associate for around 8 here and I've now been promoted to the…
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 that be a valuable feature you would use budget to acquire that tool? What’s the likelihood you would acquire that tool on a…
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 level of interaction. It means it’s time for your business to adopt a digital-led Customer Success model! This model ensures…
It looks like you're new here. Sign in or register to get started.