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…
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…
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