Hey GGR folks! We are exploring a survey or assessment to evaluate if our customers are getting value from their relationship with their assigned CSM and if they believe they will be successful with our product. I have a couple of questions I've been exploring through the community and have read some posts already. If you…
I was given permission by the author of this post, Daphne Costa Lopes, Director of Customer Success at Hubspot to re-purpose the LinkedIn post below here. Daphne posted this thread on LInkedIn just a few days ago. My hope that we can all have an interesting discussion about AI tools that we are all using or at least…
Working with products, VoC program and managing feedback from clients: How do you currently do it? do you use any tools? Previously used Slack, Notion, Excel files... etc, but was very difficult to track and manage. I've started to explore tools and came across something that seemed really good, but want to understand what…
Hello GGR community, Seeking some guidance here as a new CS ops manager. I joined my current company a few months ago but soon got to understand there is a misalignment between how our finance team views and calculate churn and NRR vs how local operational teams do. Basically, our customers are subscribing to annual…
Hey everyone! 👋 Like many of you, I’ve invested in software solutions with the promise of reducing support costs and enhancing customer self-service. But I’ve noticed that some of the strategies we use to measure the success of these tools could use a bit of a revamp. Self-service isn’t a new concept in the customer…
Hey everyone! Like the title suggests, I was wondering what tools might be the best to use to teach customers on how to use our product. We currently use loom but we were wondering if there were any other alternatives/platforms for teaching customers how to use product features + demonstrating value prop. Thanks in advance!
Hi All, I’m working with a small SaaS business and we are looking for Pendo alternatives. They have been paying for Pendo subscription for the last 8 months without even using the basic functionalities. What would product would you suggest for in-app targeted customer messaging/ customer onboarding and driving product…
Hi everyone, Over the last year I've calculated NRR by taking our ARR from last year (December's revenue x 12) and comparing that to each month of this year. This December will give us 2023's overall NRR. However, my finance team is challenging that. They are taking each month's revenue and comparing it to that month's…
Hi CS friends! Does anyone's company have a cross-functional "risky customer" review/meeting in place? For those who do, how is it structured? Who owns it? Which executives are involved? What are any key learnings or takeaways in terms of rolling this process out? Thanks!
Looking to see if anyone has recommendations on tools for storage of customer meeting zoom recordings. We save and share out all our implementation sessions with customer and they have a video library to reference. Today we use wistia but are looking at alternatives. Anyone use something else that's easy/cost effective and…
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