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…
Hello, GGR! I am looking to make our VoC program more substantial and official. We use NPS and CSAT today and capture product feedback in ProductBoard, so some of this is operationalized. I would like to take this a step further. If you were moving your VoC out of it's early stages into something scalable, what are the key…
Anyone have examples of how you measure product value of something whose primary feature is risk mitigation. For example, if you've had insurance for 5 years, but don't have any claims, how is your vendor supposed to prove and report on the value you have received. They are essentially re-selling every renewal. Our product…
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…
Hello everyone, I am working on building a CS team (it has been a year now). I have begun creating all the data base and the KPI's. Now I want to register somehow all the feedback I get from meetings and calls. I was wondering if you have a method to do this or you just update the client profile in your CRM. I am thinking…
Does anyone have recommendations on a software that tracks expense management, accounting & revenue tracking all in one?
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.…
It looks like you're new here. Sign in or register to get started.