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Building out Public Sector CS Team to support Public Sector Customers
Hey GGR Leadership Community! I am building out a specialized CSM team that will support only public sector customers~ historically, we lumped together both private and public customers but have found that these customers' buying cycle, adoption, and growth trajectory differs and requires specialization to best support…
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How to measure churn in non-SaaS environment?
What is the best method for measuring churn in a marketplace model? Our customers can sign up to access our platform without paying a subscription fee. Our revenue then comes from a particular end user execution. A SaaS model may come as the company matures but need to work with what's in place at the time being. Would you…
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MRR Strategies?
Hello All, I am in curious if any of your CSM organizations are focused on MRR as opposed to ARR. I ask because I have not been focused on MRR as my experience in all my roles has been based on renewals for a year or more at a time. That being said, I have been asked about employing strategies where customers are billed on…
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Creative Ways You Engage With Customers During the Holidays
Hi Everyone, Anyone got some really creative ways that you engage with your customers during the holiday seasons? Anything special that you do for your customers that seem to work really well? We are working on a new engagement approach during the holidays and I'd love to hear what others are doing that seem to drive a…
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Customer success job data
Good morning! Every 2 weeks, I look at Customer Success job opportunities posted on LinkedIn in the last 30 days. Compared to 2 weeks prior: - US postings are up 6.4% - Non-US listings down nearly 15% - % of remote jobs worldwide up 17% And now, trivia! Without looking at the graphic or Googling, which of the top 10 tech…
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Customer success job data
Customer success job data
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Creating an Idea Board
Hi everyone - looking for insight or examples. I would love to create an Idea Board where our users could write posts and suggest what features or functionalities would be great for them to use inside our platform. At this moment we are collecting ideas either via having regular 1-1 meetings with our clients or via email…
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Getting a tech touch program started for a SaaS
Good day everyone! I am new to this community and so far i'm liking how helpful everyone is. Currently I'm researching everything about tech touch programs since our CX department is interested in creating one. I would love to know any real examples you may know of them (or if you do it) as well as: * How are the customers…
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Building a CSM team from the ground floor....
Hello GGR community, I have recently started (2nd week) at a company as the first CSM team member. I have 7 years experience as a CSM but have never started up a department from scratch - a fun, but tough, challenge! As of now the only tools I have at my disposable are HubSpot, Teams, Power BI, and GSuite. I am struggling…
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CSM Retention Clinics - Internal hackathons that help mitigate risks
The following article comes from Filipe Rufino, a GGR Member and Lead CSM and Mentor at Gartner, Inc. Filipe shares how his team leverages CSM Retention Clinics to help mitigate risk prior to renewal and encourage team collaboration. CSM Retention Clinics What are they An internal hackathon where CSMs discuss the…
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Have you built an internal use case library/knowledge base for your CS team?
Hi all, I was wondering if anyone has built an internal customer use case library for their team? The general idea here is to be able to pool knowledge of our global CS team into a searchable database (that can be used not only by CS but also benefit Sales, PS etc ). Ideally, users could then search by customer industry,…
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Besides GGR, where else do you learn more about customer success?
Hey GGRers, I feel so fortunate to have found this community. The generosity and sharing has been amazing. I've found GGR to be one of the best places to learn more about customer success. From the podcast to the office hours and -- best of all-- these discussion boards. I still have a lot to learn. But finding new sources…
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Customer Success Maturity Model & Answers to 5 Questions
Recently @Bora Lee and I joined forces to talk through our new Customer Success Maturity Model. We got more questions than we could answer in the webinar, so I’m answering some of them here. ChurnZero got the rest on their blog. After you read the model, I’m curious: Did we miss any big indicators that should have been…
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Your CS book recommendation for 2021
Hey GGR community! I'm currently reading @Nick Mehta's and Alison Picken's "The customer success economy" (highly recommend) and was wondering what other book recommendations the community might have around CS topics? I believe that the community can be an amazing place to learn from others, so please feel free to share…
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New Here....Let's give you a proper welcome
If you're new and want to introduce yourself, drop a quick comment on this thread. Tell us about yourself and what you're hoping to get out of the community. Thank you for being part of this growing community - we're thrilled to be on this journey with you! #Career
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Tools companies use for email drips and videos/voice-overs
Hey GGR Team, My team/company could use some ideas for better platforms for a few common tasks we perform. * Email campaigns/drip platform that ensures high deliverability and has data analytics. The current platform we use isn't great and we have reason to believe the email deliverability is poor. Thinking something that…
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Measuring "talk vs. listen" time
Greetings, all. Wondering if anyone has tracked average CSM talk vs. listen time on customer calls. Basically the % of the call each one is talking. Here's why I'm asking: I was interested to see a Gong.io study of 1M sales (not CS!) calls that found: * Top sales performers have a 46% to 54% talk-to-listen ratio, meaning…
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Return to Work Plans
With Q1 being complete and the availability of vaccines increasing, I'm curious how other companies are managing the return to work challenges. Now that everyone has been remote, I think a majority of people would prefer to stay that way or at least have the option to work 2-3 days from home. It's hard to put that genie…
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Benchmark NPS/CSAT scores
Does anyone have recommendations for where to get (free) industry benchmarks for NPS/CSAT scores, response rates, etc.?
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Monthly Coffee Chat with Ed Powers
This month’s coffee chat features Ed Powers, a Customer Success Executive and Strategist. Ed is known for helping teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. His approach combines neuroscience with data analytics and enterprise-wide improvement to deliver dramatic…
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Private Message Spam
Hi Everyone, Half-way through the week – what's left to get done before Friday? I wanted to address an issue that we have been alerted to. Yesterday, you may have received a private message that was spam. I want to thank everyone that reached out to me alerting me about the private message. I appreciate you taking the time…
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Research or metrics to validate CSM incentive amounts per review, referral, or testimonial
Our team is looking to support customer advocacy programs throughout this year. Since CSM's have the benefit of working directly with clients, building relationships, fostering trust, and working to help clients overcome their business objectives, they have the unique opportunity to help drive customer advocacy and…
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? Looking for your help and ideas on how to learn the most about CS firsthand
GGR, as some of you already know, I've launched www.update.ai. We are building a tool for CS to help create a bespoke offering that gives customer success intelligence (call listening) with features that help CS do it better! But this isn't meant as an advertisement... We're launching later this Spring. And truthfully,…
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Stakeholder mapping frameworks
Hi great GainGrowRetain :) Do any of you have experience with customer stakeholder mapping and if so do you have any recommendations for templates or frameworks that work well? All the best Julie
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Customer data analytics platform
Customer data analytics platform
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Account Management Models
Hi, Community of Brilliant Minds. I am in the process of defining the Where and When of the various roles that play in our Account Management model. I'm interested to hear from others on 2 topics: * Does your organization use a more hip term than Account Management model? I'm hearing buzz terms like Buddy Mapping, Pods,…
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Gainsight - I'm having an awful onboarding experience. Looking for someone who has had a positive ex
*Update* I have received such overwhelming responses from folks who have had a positive experience with GS, and have set up meetings to learn from them. In addition, Nick Mehta, the CCO, VP of PS have all approached me personally to see how we can improve the process and the experience. There has been a success plan put in…
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Setting up new Customer Success Department
Hello everyone, This post is to help someone in the GGR community who is looking for some insight. Here is a scenario: You are hired to set up a new Customer Success Department. There department currently functions in a more reactive manner rather than proactive. Currently Customer Success Department is more of a cost of…
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To Trial or Not to Trial??
Hi GGR Community, I've had a question continue to pop up in my final stages of mapping our our Customer Journey. Do we offer a free trial or no free trial? Our software tool helps track telecommunications commissions. It is rather tedious to set up on the front end, but once its done, it cuts tracking commission time in…
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Measuring self-serve in adoption
In our breakout room today, a question we had was [as posted on LinkedIn] what metric(s) do you use to measure self-serve in adoption? This would be akin to ticket deflection in Support. That is, how do you measure the effectiveness of each asset you use to enable customers to self-serve their adoption along their customer…