Hello Community! Anyone using a text integration with HubSpot? What were you deciding factors? I see there is a handful in the HubSpot marketplace and on the surface it seems the differences are......cost. As our platform is a dashboard with a mobile app component, we plan to use SMS a lot. Thanks
Looking for insights from folks with experience who have run Gainsight and Totango in mid to enterprise space. I hear many organizations go back and forth with technology decisions in the CS Platform space and I am very interested in hearing PoV from those folks with that experience. Of course I have the mindset that…
Good afternoon, I am having some challenges engaging with client members who work more traditional blue-color jobs (no email, shift work, not interested etc). When we have good emails available for the population, we are extremely successful. However, when this digital component is missing we have to get more creative. We…
Our friends at the Customer Success consultancy Growth Molecules are doing some research around technology priorities in Customer Success. Won't you participate in this very quick survey around technology priorities to get a copy of the results and see what your peers are investing in, and why?…
Hey CS community, Our platform is very flexible and can be implemented in 1000s of ways. Due to the flexibility of the platform we find ourselves having multiple champions and decision makers. I'd be interested learning how you are handling Large Enterprise Customers who have multiple champions and decisions makers
My team's goals revolve around retention and advocacy. I know what the team is being measured on, however, I am looking for individual CSM metrics that roll up to the team metrics and that drive behavior that we need to have. In other words, I know that to develop a relationship, my CSMs have to be having calls with their…
I am looking to find anyone that has experience with PlanHat, SmartKarrot, or Custify. Would love to hear about your experiences. Thanks, Renée
Hey guys! Our company is aiming to go international and is focusing on how to improve our product and processes to have more no-touch sales. How does Customer Success fit into SAAS no touch? Where do you draw the line between automation and interaction? There's a lot of discussion on here about creating Success Plans with…
@Alex Farmer wrote a good article here on the most important metrics to track. https://www.gaingrowretain.com/blogs/alex-farmer1/2021/01/12/top-five-metrics-to-track-on-your-customer-success I am currently working on revamping my CS revenue metrics and KPIs. For sure missing a lot on the list, but the list is specifically…
Hi GGR network! I'm posting something unique here. Not looking for advice or best practices in CS. This time, I am reaching out to see if anyone can introduce me to anyone in leadership at Workday. I have several mutual enterprise level common customers with Workday, and Adaptive Shield, where I head the CS initiative. We…
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