I am in the process of justifying a CSP purchase to our CEO. I have lots of facts and figures, along with our own customer data. What I am missing is a good quote from a C level, or executive, person about how a CSP improved their renewals/upsells and team productivity. Does anyone have a link to content that might have a…
Hi all, Our CSMs are spending entirely too much time manually preparing data to be formatted in slide decks. Automating this would save so much time! How are your teams handling this process? We want our CSMs helping customers make data driven decisions using this information so we feel it is valuable to automate. I am…
Hello Everyone, I wanted to initiate a discussion on addressing the switching costs when transitioning from one CS software to another. How to convince your leadership team that the current CS software is not good enough and it is better to switch to something new? They are worried about the cost associated to switching to…
Hi all, I am creating a CS team from scratch. I am also learning as I go and the curve is steep. So my question: What tools and documents do I need? What software or apps should I have? What communication channels should I set up? What I have created so far are: CS process (excel) Playbooks with triggers, and plays…
We are planning to implement a CS Platform this year that we hope will help us have a 360 customer view in the platform, automate some CS motions and playbooks and give us greater ability to manage our customer risks and upsells. Bi-directional APIs / Intergrations with our other tools is also very important to us. We have…
Hi, I just started this week as VP Customer Success at a company that works with enterprise brands and connects them with creators/influencers on the platform. We are scrapping the entire tech stock of Hubspot/Asana/Klaviyo and I am looking to implement a full-scale CSM software to scale and grow the company this year. We…
Hi everyone, I'm doing research around knowledge bases and curious to know who owns + maintains the knowledge base at your company. Is it CS? Or a cross-functional team? Would love to get some details about your company and understand how this process is carried out.
Hi GGR Community! We are an early stage startup and need to implement a CS Platform that is very user friendly, not difficult to integrate, integrates with Hubspot and cost effective. I have used Gainsight in the past and would love to use it again, but don't have the budget or the time. Would love to hear everyone's POV.…
We are looking for recommendations for software's that track SaaS metrics? We are wanting something that calculates such metrics such as CLV, CAC, Customer Churn, NRR, GRR & more. Any suggestions of platforms you have used & liked would be appreciated.
Hello all, I am quite new to the Customer Success space but have worked with great customer success colleagues in close partnership as a Product Manager for several years. Recently, I've been exploring how LLMs (the AI behind ChatGPT) can be used to synthesize qualitative data from customer calls and emails. I would love…
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