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
We are just starting the evaluation process of a CS platform and looking for some advice on platforms. We're looking at Gainsight and ChurnZero, but curious if there are others we should be considering? Planhat has come up as well as Service Hub from Hubspot. Does anyone have experience with Service Hub? It seems to be…
Has anyone recently gone to RFP for a contract lifecycle mgmt system? I’d love to build on existing brilliance rather than to write the CS and Renewal items from scratch.
I am solidifying my team's goals for Q4 and one of our key objectives is ensuring we are being proactive with accounts and bringing valuable insights, materials & discussion to every interaction. What types of measurements have you put around this or do you suggest putting in place? I want to ensure it's a clear,…
I am trying to establish a capacity model where I will be able to see when my reps have reached capacity and are in danger of going beyond that threshold. My data sources are intercom, booked calls & inbound phone calls - my blocker is the calculation. Should I calculate annually/quarterly and Monthly to get base per? or…
My company is beginning to track CS Rep meeting activity and engagement metrics. We are mostly looking at: Are our QBRs happening? Have we met with our champion in last 90 days? Have we had an exec-to-exec meeting this year? Are we single-threaded (relying on one person in our customer)? How quickly are we responding to…
Hello everybody. Does anybody have experience using Hubspot as your main CS tool? Any tips and best practises, I need to know about.
Hey ya'll, I would love to hear your opinion on NPS survey. If one adds more questions to the survey besides 'would you recommend us to someone else?' does that still considered to be an NPS rating? Do you think adding more questions will affect the response rate? How would you suggest getting more data out of low-rating…
It looks like you're new here. Sign in or register to get started.