Keen to hear if anyone is looking into measuring success using CPV rather than NPS and other customer pulse checks? And if you are looking at CPV, how are you doing this?
Hey All, Does anyone have experience using just Salesforce for your CS team? Did you make specific customizations to manage the handoff from sales and then to manage onboarding & adoption? Or in general, other customization that really helped build a repeatable flow for the team and customer? our team currently manages the…
I am looking for recommendations for software's that track SaaS metrics? I am wanting something that calculates metrics such as CLV, CAC, Customer Churn, NRR, GRR & more. Any suggestions of platforms you have used & liked would be appreciated.
Hey GGR team! Our company is looking at moving to Salesforce as a holistic solution for Marketing, Sales, Support & Customer Success. We are currently using Hubspot and Helpscout (for reactive support) and are looking at a CS Tool, however, it sounds like we need to move to Salesforce to assist with our Sales & Marketing…
Hi all, I am starting a CS division in my company. We are not a SAAS company but rather an MSP. Does anybody work in this field? What metrics do you use to measure success? What has been the biggest difference between CS at an MSP and CS at a SAAS firm? Thanks
Hello everyone 👋 In our company we currently use hubspot for sales and marketing, Totango for customer success, Intercom for support tickets and a mixture of Jira and slack for managing tasks. Does anyone have experience of using hubspot for customer success and support? I am interested in consolidating to help with…
I lead a digital success team and a new part of our focus is 'activation campaigns, where we're working to ensure our customers are activating all the features of their purchase, which in turn should create new opportunities for cross sell. We ran one campaign that produced some significant pipeline influence using a crude…
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…
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