Markus Siebeneick walks us through how he uses Quip templates (now rebranded as Salesforce Anywhere) with his CS team and how it also provides value for Sales, Account Management, and even Professional Services.
Hello Everyone! Very excited to begin my first discussion thread here. :) I do understand ARR generally is MRR X 12. But what happens when customer contract is shorter and is less than 12 months, say just 10 or 11 months. In that case, is ARR still MRR x 12 OR it is MRR x contract duration? Look forward to thoughts and…
Hi All, At the moment, we offer 12/24 or 36-month contracts for clients, and the renewal is onto another 12/24/36 month contract. The renewal process I feel works well, call or email (depending on account value/size/risk status) 90 days out from renewal with the details and confirmation that if they don't give 60 days…
I was wondering if anyone has every created a metric for hours per account a CSM can dedicated based on working out whether an account is high value, medium value or low value?
What are people’s thoughts on benchmarking? Have some initial takeaways!
Posted this a couple months ago & now that we’ve all gone through QBRs, curious to hear if there are any tips missing here?
Hi GGR Community I’m new here and honestly just looking to learn. I come from a data science background and have been doing some really cool stuff with deep learning and CSAT. It’s been really cool experimenting with this data but I feel like I have a big gap in understanding what folks actually use CSAT for in their day…
Any EdTech CSMs out there that would be willing to meet to talk through how you handle expectations over usage? I am especially interested in situations where you have a district-wide offering. How do you set up reasonable expectations for what success looks like using your company's offering?
Hi all, I work at a growing start-up for a B2B SaaS platform, with customers in a range of industries and ranging in size (largest is 7,000 employees, smaller side is 250 employees). In the process of scaling and with that, moving away from the (horrible! unwieldly!) spreadsheet we use to measure customer health… getting…
Hello everyone, I"m looking to measure the adoption rate of our new CS tool. Does anyone currently do that? What metrics are you measuring? We are currently using Totango and they do have some information available regarding the counts on open tasks, completed tasks etc. Thanks Melissa
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