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Success & Support - Competitive Analysis
Good morning friends! I am starting to do some competitive analysis of what our competitors offer in terms of Customer Success, Customer Support & Onboarding. Has anyone done this before? Can y ou share any guidance or advice? Does anyone have a template I can borrow (I obviously mean steal!)? Thank you!
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Best Website for Hiring
Hey Everyone! I was wondering what website everyone has found the best for hiring experienced customer success managers? There isn't a job board to find talent in GGR or to post openings so I figured I'd ask for suggestions. I'm guessing LinkedIn but there may be others out there I wouldn't think to try for these roles. If…
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Building the business case for CS
Hi all- Is anyone able to share their experience, useful resources, and/or lessons learned for drafting a business case to stand up a brand new CS function in a large, well-established organization? I'm currently working on selling CS up the chain in an org where it doesn't exist today. I'd say I have executive interest at…
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Top Five Metrics to Track on Your Customer Success Dashboard
Customer success leaders need to be more commercially literate. This has been a big talking point in the CS community for several years and I’m all for it. In fact, I ran a webinar on the topic in April, sponsored by the Customer Success Network (login required, sign up here: http://customersuccess.network/join) and…
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If you had a magic button to automate any part of your role....
We got to discussing this in GGR Office Hours today, and I wanted to poll the community here: If you could have any part of your role automated, what would it be? How is this "manual" process blocking you now and what would automating it help you to do throughout your role?
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General CSM-Program - Gain Grow Retain Open Collab Library
Hi CSM's, In the context of continuous learning... Are any of you CSM's up for setting up an overall General CSM-Program (online document collab) in the GGR library? Exempli gratia - containing the following: * CSM Introduction* What is Customer Success * What does a CSM do (and does not) * What's the value of a CSM *…
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Ed -Tech Customer Success; Metrics/Thresholds for Trigger Alerts
Hello! I'm looking to connect with other CS folks in the EdTech space regarding their approach to metrics and thresholds to trigger CSM customer engagement. Our CS org is relatively immature but we are to the point where we need to work on our automation and triggers in order to scale our customer reach. Any insights are…
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Managed Service Providers and Customer Success
Hello Everyone! My role in Customer Success I feel is a bit different than others. Customer Success is huge in the SaaS industry, but I'm not able to find a ton of content around best practices and development of Customer Success within the MSP/Services space. I'm hoping that reaching out to this community, there are…
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Friday CS Wins
2020 has been tough. So let's celebrate some wins! There's a lot of great people and companies that are working hard to help their clients and customers succeed. Let's celebrate them! Let's celebrate us! What's a WIN you had this week helping your customers or clients? or What's a WIN you had this week because an employee…
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Advice on Collating Qualitative Data from Customer Interviews
Hi everyone, We've started a project to interview customers about their journey so far with us. Part of a wider initiative around (finally) having a customer journey mapped. Does anyone have advice on how to combine responses into themes that will inform us where to prioritise improvements to the customer journey?…
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CS Best Practices for Gong.io
Hi All - Curious to see how your teams are best leveraging Gong. We recently met with our CSM at Gong to get a better lay of the land. It seems that trackers are the most powerful feature to ensure you're always looking and listening in the right place. We are still early adopters. My initial thought is to set up specific…
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PLG & Success Metrics
Hi everyone! I've got a question for the folks in organizations with PLG strategies. We're dipping our toes in this arena and understand that our churn rate and NPS will look quite different for freemium or "lite" versus what we currently offer. However, I'm curious just how different they might look. Our churn rate and…
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Quarterly Success/Account Plans
Good Morning Gain Grow Retain Community! My leadership team and I have been been working through aligning success plans with our sales/account plans. One of the persistent challenges we have had in implementing anything is deciding how and where to store the information in a Success Plan. We utilize Salesforce as our CRM,…
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Benchmark with same SaaS companies
Hello all I would be keen to exchange with mates from companies of similar profile as the one I'm part of: - One of our Software/Product need the involvement of Professional services, third parties or specific client teams to get value from it. Meaning to get onboarding team, CSM and support is not enough, you/we need…
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Onboarding Survey Questions
I posted on linkedin recently my POV towards onboarding surveys, more specifically the use of NPS during this stage (too soon to ask in my opinion). Obviously, the types of questions would depend on the software and customer base - I'd love to hear from the community about questions they've asked during this stage. * What…
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Demand Generation: Through The Lens of CS
Hi GGR Fam, I've recently been thinking about Demand Generation and how customer success can play a pivotal role in it. Many say demand generation is more a marketing responsibility but I think there's much more to it than that. Creating demand for a product or service doesn't end when a client signs on. It's an on-going…
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Is Customer Success the right place to build a career in?
Hey CS leaders, CS managers and CS believers! I'm trying to understand if the Success role, the org chart and the investment in Customer Success is growing. I understand that more and more CCOs (Chief Customer Officers) exist now, and hence there is definitely more recognition of the Success org, but I don't know the…
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Learning from Churn/Conducting Post Mortems
How does your team process churns and capture actionable insights from them? Does anyone use a third party agency to speak with the customer? I'd love to hear about your team's best practices!
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CS Leaders Board Reporting Packs
Good Evening People, Another great session today on Leadership Office hours....and my question "What reporting do you do for your board based on CS related numbers, activities & focus?" started a great conversation. One that was just getting interesting with some healthy debate before we had to cut it short due to time…
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Setting SLA's (CSM or only Support Teams)?
This is a follow up on @Bridget Lamb recent post (Responding to Support Tickets) We have a defined SLA's and UpTime currently in our contracts, but how the team works to those SLA's is still in the air. I have a few questions to see what others think. 1) Should SLA's vary based on contract size? 2) Has anyone spelled out…
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Non-SaaS - Benchmark/Case study data on time to ROI
Does anyone have case studies or data that showcases time to ROI for any Customer Success initiatives or changes made to drive better results? In my non-SaaS technology industry, we get varied delays to start seeing improved results after deploying initiatives and changes. For example: the more complex the solution…
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Digitalization of Supply Chain -> Customer Success
Hello everyone, Working at Gartner in a Supply Chain Sr Customer Success role, I became obsessed with the growing impact of Digital in the Supply Chain space. Today, I am looking to connect with CS leaders in Intelligent Supply Chain, as I am seeking guidance/coaching to make this transition a success. Please let me know…
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Tone of E mail Communication
"I do not appreciate the tone of this mail" Have you ever got such a message from any of your clients? If yes, then how did you react and closed this concern ? A genuine question for all the #CSMs there. I think many of us can relate to this #statement. Specially in today's time when we are not meeting each other and are…
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How's everyone enjoying their experience with Gain Grow Retain?
Good Morning - How's everyone enjoying their experience with Gain Grow Retain? The content. The group. The site. Anything we can do to keep you folks here for years? Drop us a line below.
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KPMG 2020 NL Customer Experience - Customer in the eye of the storm - September 2020
KPMG 2020 NL Customer Experience Excellence report - September 2020 Authors: Arjen van Ulden Kay van der Vleuten Leonie Vervelde Martijn Helder Myrthe Baars Nienke Wichers Hoeth Suzanne Sweers Almost overnight, the storm of COVID-19 smashed the fundamentals of customer engagement. With physical stores shut and digital…
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The 2020 State of Customer Success - the results are IN!
The 2020 State of Customer Success report is ready to go! ? ? Thanks to everyone that participated - we gathered some amazing insights that we can't wait to share! ? Join us TODAY (9/17) @ 12pm MT to find out what we've learned. Plus we'll announce the winners of our Apple ? products drawing for everyone that completed the…
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Case Studies for Implementing Customer Success in a Startup
Hi all, Can anyone point me in the direction of some recent case studies where Customer Success has been implemented in a startup that is scaling? ? Priorities in playbook ? key resources to study? ? challenges to overcome ? Thank you!
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KPMG 2020 NL Customer Experience - Customer in the eye of the storm - September 2020
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Are you considering DEI in vendor selection?
As CS, Revenue or Operational leaders we all have purchasing power, whether it's through shaping budgets or influencing/selecting vendors. In my pursuit to understand all the ways we can advance diversity, equity and inclusion I came across this firm Conscious Customers helping companies diversify their vendors. It's…
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Support and CSM dynamic PRIOR to joining the company
Hi All, Great discussion on the leadership call today! I wanted to pose a question for the group here- I am currently looking to transition into a CSM role. What is the best way to figure out how support and CSM functions interact prior to joining the company? Is CSM role an actual support function? It is absolutely a…