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…
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…
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