Hi everyone I'm new here so forgive me if something similar to this lives somewhere. I looked but I couldn't find anything, promise! I'm looking for tips and advice on the best way to go about customer segmentation. We've got information everywhere: * CRM systems * CSMs own customer spreadsheets * CSMs own brains I'd like…
Hi all! I am beyond ready to replace Zendesk for our helpdesk/customer service platform. The challenge, is that I need a HIPAA compliant system to replace it. Any recommendations for platforms I should demo?
Someone recently asked me: What are some examples of how GPT-3 can benefit customer success managers? To which I replied: 'GPT-3 can be used in a variety of ways, from generating text for blog posts and social media posts to creating personalized emails and sales pitches. It can also be used to generate text for internal…
Hi GGR community! Does anyone else feel like their org's information is a bit all over the place in terms of where it all lives? Looking for any recommendations on tools to help unify information, or best practices to avoid the mess.
Hi GGR Community! Reading through the posts on LMS and there is a lot of great back and forth. Looking for an updated recommendation re: LMS vendor to strengthen our customer implementation and onboarding (SaaS)? What are you using? What have you vetted? Looking for all recommendations. Thank you!
As the title states - I have recently taken on a global role, leading a CS team with a churn problem. When I dig it into the core reasons for churn, besides product gaps that are being mitigated. Customers are churning because of not enough perceived value. I was wondering what have you implemented to help your team to…
Hi! Has anyone cracked the code on identifying ROI for their CS teams? I've read (and now experienced!) that it's notoriously difficult to quantify, but my exec team is asking me to give it a shot. Ideally, I'd show our ROI before and after using a CS platform. Any resources, ideas, or templates are welcome!
Hello all, As we have been progressing through our 2023 planning efforts, one of the questions that was asked was "What percentage of our company revenues should be our corporate spend for Customer Success and Support?" I realize that every company is at different levels of CS and corporate maturity, revenues, serving…
For those navigating complex onboarding processes with clients, what is your preferred joint project management tool to multiple threads? Onboarding Scope and Goals Onboarding Project Management Communication Plan and Timeline Must be able to share/collaborate with clients. Michelle VP of CS at Learn In
Does anyone have any experience with Vitally? Someone internally brought them to me but their platform looks really weak. Before I lean in I'd love to hear if anyone has experience with them - good, bad or indifferent. Thank you, Emily
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