At my last company, we offered many SaaS offerings billed in a typical fashion - licenses for "x" years, with or without auto-renew. Since moving into payments, the pricing model is different, but reading some threads here has spurred my curiosity once more about auto-renewing SaaS contracts. What I'd like to ask the…
Hello everyone, I am looking to understand industry best practices on churn calculations. Do you calculate churn immediately if the renewal date passes or do you allow a grace period (15, 30, 60 days, etc) if you expect the renewal is in fact on its way? Thanks!
Hello everyone, Wanting to get some insight from others to help delineate responsibility between CSM vs. Support team. We are a medium sized Saas organization and most of our CSM's have a 1:1 relationship with clients (at least for larger clients; we also do have a shared support model for smaller clients that is…
Hey everyone - great to be a part of such a supportive and engaging community. I was wondering if there are any folks here that are in Healthcare / Health Technology / Digital Health Customer Success? I'd love to connect (LinkedIn and Twitter links in my signature). I've been working within healthcare (payers, providers,…
Hello, I know eventually, we will need to move to a CS specific platform but for now we are using HubSpot. I really need to pick someones brain who is using hubspot for journey, health, engagement etc. I don't think HS excels in this arena, so who has it dialed in the best they can for CS. Thanks Derek
Hi There, We are currently revising our customer segmentation - Engagement Model/Process. Just wondering what types of offerings the community provide to tiered customers? Thanks
Hello GGR community, I'm looking to connect and have conversations with individuals who have been involved in setting up ChurnZero or similar technology from the start. I'm interested in learning things that went well? things you would have done differently? Areas that should have been prioritized. If you or someone you…
Before on boarding a client are you stalking the company and the point of contact that was provided to you by sales department? Which kind of information are you looking for on the company or on the point of contact? What, in your opinion, could be helpful to you and why? Which information will help you know your client…
Hi Folks, I'm evaluating CS platforms for our start-up and so far it looks like core functionality among Catalyst, Totango, and Involve.ai is reasonably consistent. Can anybody vouch in favor of (or not in favor) of any of the three? I'd love to have a clear winner or otherwise eliminate one. For context:* We're a CS team…
I'm curious if anyone uses metrics to measure the value of a CSM from the customer's perspective. All metrics and data that I have seen point to the benefit of the vendor/employer of the CSM (e.g. retention, expansion, adoption, use cases). But in a paid-for CSM model, what metrics do you use to show value and ROI from the…
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