I am looking for sample and sharable playbooks triggered by an identified risk, identified opportunity, anomaly detected, CSM-initiated, or significant change in components that make up customer health score. It could be automated or CSM-led or hybrid. Where are such playbooks usually documented? In the CS platform? In a…
We're considering ripping out ChurnZero and replacing it with Planhat. We've had ChurnZero for 3 years and have grown dissatisfied with some of the recent changes. Has anyone done a rip and replace to Planhat? Anything we should be aware of in terms of functionality ChurnZero had and Planhat doesn't? Thanks so much!
Hi All Over the last 5 years, I've been an avid user and supporter of CS platforms and in this time have been a user of Gainsight and Totango on multiple occasions. I've just joined a company where Totango is the tool, and definitely the right choice for the company. I last used Totango about 18 months ago and its great to…
Hi All, I'm not sure if anyone else has encountered this scenario/need, but I figured this was the place to ask! I don't currently have a "work email", but I wanted to use some downtime to add some certifications to my toolbox and Gainsight doesn't seem to allow for signups to any of their course content without a work…
Greetings All - My first post was over the weekend, and as I explore and learn more from the GGR community my hope is that I can get a bit more engagement. I work for a fairly young start up who currently is going through 1:1 onboarding. My hope is to switch to a one to many format and I'm getting caught up on how to have…
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Hi! I've been so fortunate to get a leader that wants less KPIs that measure the things we care about, and more KPIs that the customer cares about. But making internal metrics is a piece of cake compared to measuring . Nobody knows better if they've achieved a desired outcome better than the customer themselves. But how…
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…
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