In our organization, we're looking to attach early cohort churn from a couple of angles, one of those being the cancelation process. Have you used a cancelation/retention tool like Profitwell Retain or Churnkey? If so, how did you like it? For context, our current cancelation flow is an embedded typeform which collects the…
Hi all, We are currently in the process of evaluating CS Platforms and have narrowed it down to three Churnzero, Gainsight, and Planhat. A bit of an open question on my end is Churnzero's native integrations and the lack of "control" that one has over the configuration and admin of the integrations, as Churnzero implements…
Hi: I work at a programmatic managed service agency where we run programmatic campaigns for clients. The CS team is responsible for campaign launch (have signed paperwork, tags, pixels, etc), project manage the build of custom audiences and creatives, work with any 3rd party partners (brand studies, CRM uploads, etc), and…
Hi Everyone, I'm currently in the process of rolling out Churnzero and am looking to implement SMS into our digital experience as most of our customer base rarely reads emails or has time to pick up the phone. Has anyone had experience integrating an omnichannel communication platform on top of Churnzero or other CSP to…
Is anyone using Hubspot as their customer success software tool? If so, how did you set it up? I am looking to set it up using Hubspot's deal functionality. We have deals for sales and once they become a customer, we move to a new deal for Onboarding and then afterwards another deal flow for Customer Success. Has anyone…
Hi GGR community! What are some of your go-to metrics for measuring success with your Customer Advocacy efforts/program? How are you showing the value / influence to your internal stakeholders? Thanks!
I am writing an article on the importance of capturing and analysing adoption data in the B2B space. It's the leading indicator of customer health. Knowing: * if customers are using the products they are paying for * how much they are using those products (and functions/ features) * how easy they find it to use those…
Team, this topic was recently brought up - aligning CSAT to CSM. It's very new topic at my company but the thought of it gives me concern. The concern is we're a free service. Our coverage model is 1:25ish accounts. My gut instinct tells me surveying and then tying those results (CSAT) to a CSM is a very bad idea. I've…
Hello all! My team and I are working on finding good metrics that measure Time & Value for our clients, starting general and gradually getting more specific as it applies to our services. For context, our dashboard offers tools that vary in necessity/importance depending on the job role. I know this is not a one size fits…
How do you identify key metrics for onboarding? How do you manage how these metrics are influenced by other functions like product, support etc.
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