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…
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…
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