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
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,…
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