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
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…
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