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
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…
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