I've been geeking out about Usability testing since I started at TryMyUI. I understood that User Experience research was a thing, but always assumed it was something that was only for $Billion$ tech-companies. Since working here though, I've been thinking of ways that we as CSM's could gain a WEALTH of knowledge and…
Dear community, As of when is it relevant to move towards a CSM tool? Do you look at the number of accounts CSM is managing? Maybe also the maturity of the team + the data that is available (the readiness to automate)? Are there other criteria to consider? Thanks a lot in advance, Tine
Hello GGR community, I’m looking to connect and have conversations with individuals who have been involved in implementing CS platforms. I recently reviewed a few tools and shortlisted CS, Totango, & Custify. Some background : Team of 3 CSMs and expanding to 5 by EOY. Early maturity model; SFDC used for Sales/CRM,…
Scenario: Three companies have merged into one newly branded company. They need to merge their instances of Salesforce or start from scratch (this is currently being worked on with a hired consulting firm to figure out best path forward). At the same time, this newly formed company knows they need a customer success…
Wanted to get people’s feedback on an idea I have. If there was a way to use data analytics to verify which of your CSM’s red account tasks actually impact your retention on at-risk customers, would that be a valuable feature you would use budget to acquire that tool? What’s the likelihood you would acquire that tool on a…
In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. However, in the real world, both time and resources do not permit this level of interaction. It means it’s time for your business to adopt a digital-led Customer Success model! This model ensures…
Hey guys, We're looking at purchasing ChurnZero as our CS Tool. Does anyone use ChurnZero currently? I'd love to hear your insights & experience here. If anyone has a moment to share that would be awesome.
In our organization, we're looking to attach early cohort churn from a couple of angles, one of those being the cancelation process. Have you used a cancelation/retention tool like Profitwell Retain or Churnkey? If so, how did you like it? For context, our current cancelation flow is an embedded typeform which collects the…
Hi all, We are currently in the process of evaluating CS Platforms and have narrowed it down to three Churnzero, Gainsight, and Planhat. A bit of an open question on my end is Churnzero's native integrations and the lack of "control" that one has over the configuration and admin of the integrations, as Churnzero implements…
Hi Everyone, I'm currently in the process of rolling out Churnzero and am looking to implement SMS into our digital experience as most of our customer base rarely reads emails or has time to pick up the phone. Has anyone had experience integrating an omnichannel communication platform on top of Churnzero or other CSP to…
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