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 informa…
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 rea…
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,…
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 relation…
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?…
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…
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 thin…
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 p…
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 n…