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…
Curious what tools CS Leaders are using to illustrate Journey Maps, processes, Segmentation, key performance indicators, and dashboards.
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…
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…
We are raising the threshold at which we assign a CSM to an account. For example, we used to assign a CSM to all accounts >1MRR. As of 2021, CSMs will only be assigned to accounts >10MRR. We will not grandfather in accounts or have a transition. We will allow CSMs to retain select strategic accounts based on qualitative…
Happy 2022 everyone! A little background for my question: I've been working for about 4 months now in an onboarding specialist role, although I've worn a few different hats in that short time. I haven't had the luxury of traditional KPI's/OKR's to measure my performance, and our CS team is still being fleshed out. So I've…
Gain Grow Retain is building Successcape - a condensed view of the customer success technology landscape. Our goal is to help customer success leaders get a feel for how their tech-stack can build together, like lego pieces. Below is our MVP version (really not complete, but meant to get the point across). So, will you…
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