-
Activity Impact Score
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…
-
Rise of the Digital CSM!
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…
-
Getting feedback from client-CEOs
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 1:1 meetings are great, but it's difficult to quantify and bring back to the team. Anybody have any ideas?
-
How deep could dive a csm in his business operation?
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 very good being the middle point, very articulated person and fast in decisions, this performance have already said everything…
-
ChurnZero Customers
Hey guys, We're looking at purchasing ChurnZero as our CS Tool. Does anyone use ChurnZero currently? I'd love to hear your insights & experience here. If anyone has a moment to share that would be awesome.
-
Who's using Retention Software? Profitwell Retain/Churnkey/etc
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…
-
Churnzero Integrations - limitations?
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…
-
Creating CSM Metrics for Bonus Plans for 1st Time - Need Some Advice
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…
-
Using SMS with Churnzero
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…
-
Using HubSpot as Customer Success Software
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…