VOC & Lessons Learned
Hello GGR Community! I am a Program Manager in ProServ overseeing Data/Reporting/Operations for a Global Talent Acquisition Suite co and I am looking to develop a robust VOC / Lessons Learned program for groups going through and coming out of Implementation. I have a basic template but I know this Community can help me do…
[CS Leadership Office Hours] CSM Territory Planning
Starting a thread for CS Leadership Office Hours on August 6. Topic: Territory Planning Breakout room with Emily Campos https://www.youtube.com/watch?v=9xfipXTQpKw Breakout Room with Kelly Hook https://www.youtube.com/watch?v=DIDpNYlEvKA Topic: CSM Territory Planning ------------------------------ Jeff Breunsbach Director,…
Future of CS - New Ebook + Thoughts On Predictions!
Hey everyone! As some of you may have seen (especially considering many of the co-authors are in this group), we launched a new ebook today at Catalyst on the Future of Customer Success: https://bit.ly/CatalystEBook We really go deep into predictions, strategies, advice, etc., but while I certainly hope you take a look at…
Origins of CS and it's journey from the early days of Salesforce to the ever expansion of Slack
I thought this podcast episode would be a great resource to share here on the early developments of Customer Success as it was conceptualized and pitched to Marc Benioff at Salesforce and how it has traveled to help grow Slack in its current state…
High Touch vs Low Touch with differing contract vehicles
Hey everyone, I recently became VP of CS for a company that has most of our clients on monthly contracts, yet are moving to annual. We have roughly 1000 on monthly. The average lifetime is 6 years. We are seeing better retention, utilization, and references from our annual clients and would love to continue on this path.…
CCSM - how did you obtain this credential, and what inspired you to pursue it?
I come across many people who have obtained or who are now posting they are a CCSM. How have any of you obtained yours? Is SuccessCoaching the only service who provides it?
Does anyone have good data on diversity in customer success?
Hi everyone, wondering if you have seen any data on diversity on customer success. There have been several studies on gender diversity in our space (pretty even for individual contributors, abysmal for leadership positions), but I haven't seen much on racial diversity. Has anyone come across good data on race/ethnicity in…
State of Customer Success
Hi everyone! We are doing a "State of Customer Success" survey & want to hear from as many awesome CS professionals as possible! Plus, if you take the survey you might even win one of the cool Apple products we're giving away! https://www.linkedin.com/feed/update/urn:li:activity:6676484131771179009/