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…
Hi all, Does anyone use a tool or a template for mapping out triggers? I'm about to map out ours on a Google Sheet – and thinking there must be a better way?! Thanks, Kev
Hi everyone, I'm a big fan of using case studies in interviews for CSMs - helps showcase ability to present, work under pressure, etc. Usually I'll ask them to present what outcomes our business could help a hypothetical customer achieve and include a more technical demo as well. I've got a few templates I've used in the…
Hi GGR community! Long time observer, first time poster. This ones a bit of a legal conundrum, We are a SaaS company working with typically risk-averse clients (healthcare, banks etc) who are very strict on third-party infosecurity. Any CS tooling we've used thus far has been in-house built or on-premise solutions, but…
Hi there! I currently don't have the right CRM platform and looking to see what others are using to track Customer Success. We're using Monday.com to add accounts and notes but you can't do much reporting from it. I have experience using Salesforce and I love it. Our sales team is currently using Hubspot but I'm not sure…
Need your collective wisdom on the strategy for the best/quickest/most efficient way to build a low/tech touch CS team. The intention is to have a PLG go to market with simple installation, and with simple tech support. Strategy? planning? Which CS platform? Which tech support platform? Any help and contribution will be…
Hello community! Can anyone share any resources or experience on best metrics to track the health of a SaaS company that has low ARPU and is 100% self service? (Eg. Users sign up on their own, like Mailchimp etc, not enterprise deals). Also would love to know what "industry averages" are for each metric, for example,…
Hi all - I'm going to be evaluating a customer success platform (something like Gainsight, ChurnZero, Totango, etc.) in the 2nd half of this year, with an eye toward purchasing and implementing early next year. I have a preference for a specific tool, but I don't want to be biased in my selection. I'd like to build a…
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