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…
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
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