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…
Came across this great new resource and wanted to pass it along! This new Forrester report evaluates the following CSPs to help companies choose the right one. Here's the first line about each of the main CSPs: "Catalyst Software has solid capabilities for some but lacks standout features" "ChurnZero elevates CS but needs…
Hi everyone! I'm currently looking to implement a CS Management platform for our startup (~25 employees). I have a demo coming up with Vitally (https://www.vitally.io/) and was interested to hear if anyone has any feedback/insights on this particular platform? Would love to hear about implementation time, CS services,…
Hi all, I'm looking at our goals for 2024 and trying to find some common KPIs for teams. For example, we've historically set a goal for 105% NRR for mid-market and SMB segments. That's pretty much the only one we have. What are some other benchmark leading indicators you all are tracking for your teams?
Hello Everyone, I'm very curious to learn more about how CSMs help their clients shape the Success Framework for their product. More often than not, clients may have some vague goals that are generic and not very measurable, for example, we need to have a better search or a better chatbot. We always want our champions to…
Hi everyone, At my organization, we're exploring how best to show the value (tangible and intangible) that our CSMs bring to the business. Like most SaaS companies it's easier to show how teams like Sales or Renewals are fairing as it's cold hard dollars arriving, but it's more challenging to show CSM functions success. We…
Hey GGR - It’s hard to believe but you are probably thinking about 2024 planning (Scary, I know). Well, we’d like to think Gain Grow Retain can help! We imagine you're sitting there thinking: I have to plan for 2024, but I'm not sure what tech will fit into our existing stack... and I don't want to get hounded by a sales…
Why don't we see more about Salesforce as a CSP from: 1. SFDC, themselves or 2. the CS market and community? I'd love to hear your experiences, takes, and input. Disclaimer: I don't have a horse in this race, I am simply interested in the consensus. Thanks, Jeff Jeff Heckler Director of Customer Success Solutions…
It looks like you're new here. Sign in or register to get started.