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Customer journey triggers
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
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CSM Interview Case Study
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…
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Using SaaS.... for SaaS - Contract Clauses to use third parties
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…
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CRM Platforms
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…
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Building low/tech touch CS operation from 0
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…
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Metrics for self service, low ARPU SaaS?
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,…
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Evaluation criteria/matrix for CS tools?
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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What tools are you using to display CS Models?
Curious what tools CS Leaders are using to illustrate Journey Maps, processes, Segmentation, key performance indicators, and dashboards.
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Benchmark Report Survey
Hi ?, Since this community includes a lot of support leaders, I'd appreciate your help with the Customer Service Benchmark Report Survey. The four partners - Aircall, Intercom, Klaus, and Support Driven are gathering data on main support metrics (CSAT, NPS, IQS, FRT, etc) to create comparable benchmarks for different…
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Importing (data) from Excel to Powerpoint EBR template - is there a way?
Hi Everyone, Happy New Year! Our CSMs currently are having to manually enter data from a BI generated usage report >> Excel spreadsheet >> PowerPoint EBR template. This process can sometimes take up to 1 hour at each turn and each CSM has at least 1 EBR to customize each week, if not up to 3 or sometimes more. We've looked…