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.…
We are looking for recommendations for software's that track SaaS metrics? We are wanting something that calculates such metrics such as CLV, CAC, Customer Churn, NRR, GRR & more. Any suggestions of platforms you have used & liked would be appreciated.
How to account for previously churned customers that return in the current time period?
We recently changed the KRA for the CSMs from ARR to NRR. What trainings & changes should we be looking at to prepare the team and get them ready to deliver results? I also want to get an idea of how many organizations are tracking NRR as target for CSMs.
Hello all, I am quite new to the Customer Success space but have worked with great customer success colleagues in close partnership as a Product Manager for several years. Recently, I've been exploring how LLMs (the AI behind ChatGPT) can be used to synthesize qualitative data from customer calls and emails. I would love…
While many customer success teams track metrics such as churn rate and customer satisfaction, measuring the impact of customer success on the overall business is important to me. How can I tie my CS efforts to revenue and growth metrics, and demonstrate the ROI of customer success initiatives? I am looking for a more…
I was listening to a recent GGR podcast with Greg Daines - 10 Customer Churn Benchmarks for Saas Leaders - and I was intrigued by the concept, "Measurable results is one of the largest factors in longer retention." In the podcast, Greg went on to say that companies that measure results for their customer have better…
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