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CS Impact
While many customer success teams track metrics such as churn rate and customer satisfaction, measuring the impact of customer success on the overall business is important to me. How can I tie my CS efforts to revenue and growth metrics, and demonstrate the ROI of customer success initiatives? I am looking for a more…
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Measurable Results
I was listening to a recent GGR podcast with Greg Daines - 10 Customer Churn Benchmarks for Saas Leaders - and I was intrigued by the concept, "Measurable results is one of the largest factors in longer retention." In the podcast, Greg went on to say that companies that measure results for their customer have better…
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Vendor recommendations for Video Testimonials
Hello, Looking for US based vendor recommendations for companies that create video customer testimonials. Thanks in advance!
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2023 - Renewal price increases
Hello fellow CS professionals, I just joined the community and look forward to contributing and learning from everyone here! I'd love to gather some insights from other CS Leaders who are performing price increases at renewal in 2023. Specifically, I'd love to hear how y'all perform the following: 1. When and how do you…
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Not enough perceived value
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…
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Getting feedback from client-CEOs
Hi all, new to this forum but a long time fan! I'm curious how other CS leaders have developed feedback loops or mechanisms to understand "CEO satisfaction" (metrics, cadence, process, etc). Having 1:1 meetings are great, but it's difficult to quantify and bring back to the team. Anybody have any ideas?
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Value Realization
Gain, Grow, Retain Community, I am happy to be here! I recently started a role focused around Value Realization Strategy to solve a challenge around consumption of technology. I've spent last year at a SaaS startup breaking into the "Customer Value Management" Market, focused on value throughout the customer journey. From…
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From end users to executive level customers
I would like to know if you have had this evolution in your work as a CSM: to move from your "end-user/mid-level" interlocutors to "executive-level customers". How did it go for you as a CSM? How did you build your relationship? How did you prepare to have the talk about business instead of usage? What was the most complex…
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Customer Onboarding for Scale
Hey GGR Friends! We are starting to investigate ways to better serve our smaller customers, using as much tech touch as possible. I'm hoping you all have some great examples of what is working for your orgs. We have a really robust onboarding program for enterprise customers, but haven't had the same success with our…
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Usage expectations
Any EdTech CSMs out there that would be willing to meet to talk through how you handle expectations over usage? I am especially interested in situations where you have a district-wide offering. How do you set up reasonable expectations for what success looks like using your company's offering?
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Who creates competitive talk tracks for you?
Hi Leaders- It seems like CS is always left to defend themselves against competitors selling into their customers. I'm curious who creates talk tracks for you against you competition? Does your sales enablement team help you? Do you do it yourself? Do you feel supported by your organization to fight back against…
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Decision Maker Change-Factor for Churn
We can all agree that when a decision-maker/executive sponsor leaves an organization it can be somewhat of an uncontrollable factor for churn. While we have some strategies in place, I would love to connect with anyone dealing with this same thing, or who has put checks and balances in place to address this situation. As…
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Tips to minimize QBR no-shows?
I need advice on how to reduce QBR no-shows. Most CSMs in my professional circle struggle to have clients attend their QBR meetings-or any other meetings in general. It takes a lot of time and effort for CSMs to get the clients engage to give them feedback or take part in surveys, perhaps because most customers perceive CS…
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Hubspot users
Hello, I know eventually, we will need to move to a CS specific platform but for now we are using HubSpot. I really need to pick someones brain who is using hubspot for journey, health, engagement etc. I don't think HS excels in this arena, so who has it dialed in the best they can for CS. Thanks Derek
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Hyperlinks in your message?
When you communicate with your customers do you include hyperlinks? Or do you include the URL directly? Google or https://www.google.com/ ? Or a combination? I am a proponent of always using hyperlinks. Users understand what they are and do not need the URL to spell it out for them. Hyperlinks look more professional and…
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Executive Business Review Templates
Good Morning, looking to see if there are examples of Executive Business Reviews that you may be able to share (certainly block out any sensitive client information). Particularly looking for the flow and what is key information that you share during this type of meeting.
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A CSM like no other...
I am now one month into my CSM journey. It is eveidently clear that my role is not a traditional CSM role. I am a CS team of one at a Travel Tech Startup. My only real partners are the COO who has 3 other projects more important than my verticle, and a software engineer who has functioned as CS/Support/Tech for a few…
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Checklist for tasks that customer needs to complete
Hey there! I work at a company where we trade data with customers. I'd like to design a document that can be shared with customers from the kickoff call that includes their "tasks" for the first year of using our service to set expectations and a timeline. I'd like to be able to edit the document with notes and ideally…
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Checklist for tasks that customer needs to complete
Hey there! I work at a company where we trade data with our customers. I'd like to design a document to provide to customers that outlines the "tasks" they're meant to complete in a certain timeframe. I'm imagining the document would be edited by CSMs and customers to track notes and dates to stay on task throughout their…
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Are you now or have ever been a CSM in Cyber Security?
CS methodology is unique in Cyber Security sector due to various components, such as NDAs with customers, on-prem solutions and many other factors. I've met some wonderful compatriots in this space and would love to create a one time Zoom informal meetup to meet more CSMs who have had experience in CyberSecurity to discuss…
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Building Towards Customer Advisory Board
One of my long-term goals for our CS team is to launch a Customer Advisory Board, but it isn't the immediate priority. To kick things off, I'd like to host some sessions with our clients by vertical. * Has anyone hosted smaller sessions with a group of customers to allow them to meet each other, discuss best practices,…
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0 usage accounts
Hi all! I work in a high volume, low touch segment of CS. We're going to start sending quarterly usage reports to let customers know how many users have logged in and used, along with resources to increase usage/adoption. We have quite a few accounts with 0 users logged in. CSMs don't have the bandwidth to reach out to…
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Engagement & Working with brand new customers
I have got a question around working with SaaS Enterprise software customers and would like to hear some feedback from other CSMs working in the same space. In the organisation I work for, Customer success is executed via customer success plans (CSPs), customers pay for in advance. Usually, the scenario is that once the…
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Thoughts on these specific CS Processes
Hi Everyone! Happy New Year! I have been challenged to think of a 3-step process to handle the below scenarios. I would love some insight from the community: - A 3 step process to meet & exceed renewal and churn targets - A 3 step process to increase upsells Thanks so much!
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Is your account plan separate from your joint success plan?
I'm working on creating (and in some cases, updating) a new Business Model worksheet that we use when new accounts come in, and also a trackable success plan. However, I don't want to overburden the CSMs with a ton of forms. The Biz Model is all info we gather about the new customer, from our own research and from the AE…
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Churn Risk - Client Not Responsive. Creative Ways to Engage?
Hi All, Are there any creative ways to engage clients that are none responsive? I would love to hear how you and your team reach out as a CSM in creative ways and if you get the other teams involved? I have actively tried calling the contacts. Send personalized release notes. Send personalized emails seeing how we can help…
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Account transitions among CSMs
Hi Everyone! We've had some CSM attrition lately and are struggling to keep the wheels on the cart with CSM account coverage. Posting here because I'm curious how other teams are handling this challenge. What creative solutions have you come up with when you're short staffed but customers keep coming? As interim steps…
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Pendo - feedbacks
Hello everyone, We're a fast pace growing start-up and wewere thinking about implementing Pendo on our products. Has anyone ever had any experience with it? I'd be awesome to have more insights about it. Thank you so much!
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Weekly Usage Reports
Hi Everyone, We are about to launch a new usage reporting module that will be for Admin-users only. The automated report includes insights into usage benchmarks, platform areas, user leaderboard, etc., with recommendations on how to increase adoption and value. Previously these types of reports and recos would be shared in…
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What to do when a company won't provide any onboarding (even though the contract includes it)?
Hello, This is my first question to the community. My company hosts an online research community. The platform we use to host the community was supposed to have provided us with onboarding to manage the community and engage the members. Unfortunately, no onboarding has been provided. Whenever I ask for it, my "client…