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, b…
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 considerin…
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…
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 & …
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…
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? D…
Hello all! I lead success, support and services - all important post imp pillars of our business. I have noticed our health scores are not fullly capturing "support health" of our clients. For example…
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-c…
