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QBR Script and template
Dear GGR Community, I`m looking for your input regarding QBRs. What`s your script for those meetings? Which questions do you ask? What are your goals? How do you approach upsell/cross-sell? Is anyone willing to share a QBR presentation you use? Thanks.
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Renewal playbooks
Hi All, first time poster here :) I am in the process of building out Customer Success at our business which is a Series A start up with no prior CS function. I am about to start to build out our renewal playbook however would love if someone has an example to share with me to firstly validate my thought process so far but…
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CS and Change Management
Hi All, as you help your teams drive adoption & client value and help them focus on the client's business outcomes (vs. pure product adoption), how frequently are you leveraging change management best practice to help your team guide the client on the proper behaviors to lead to their desired outcomes? I ask because CSMs…
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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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Customer Success - Operations Department or Revenue Department?
Hey all! We are doing a re-org in 2023 and I wanted to get some advice from others here. Does Customer Success live in Operations? Revenue? Or Both? Historically we have never had an Operations department, this all lived under Revenue so we are trying to figure out how to split it up. Two things in reality: 1) SMB…
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Has anyone cracked the code on CS ROI?
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!
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Enterprise Customer Success
Hello everyone! I am new to this community but a listener of the GGR podcast and follower of Jay Nathan for a while. I am currently a Director of CS leading the Enterprise segment for my company. We are hyper-growth stage after acquisition in April 2021. This yeah I am working through a couple of main themes (in addition…
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Churn Analysis
Hi GGR Community, I am in the early stages of exploring a process to conduct exit interviews from churned customers. The thinking being learn from your churn. As part of the process, I am toying with the idea of having a 3rd party vendor conduct an exit interview with the customer. Reaching out on here to see if anyone is…
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CS in Deal Reviews
Hi There, New member from this community. How do you ensure that CSMs are engaged consistently in large deals and the CS perspective is inputted prior to the sale?
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Who's using Retention Software? Profitwell Retain/Churnkey/etc
In our organization, we're looking to attach early cohort churn from a couple of angles, one of those being the cancelation process. Have you used a cancelation/retention tool like Profitwell Retain or Churnkey? If so, how did you like it? For context, our current cancelation flow is an embedded typeform which collects the…
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New name for account plans
Hi all :) Happy Thursday! I recently initiated a task to align the WoW in our Customer Success Teams. One of the things, that I am looking into is the way the CS teams work with account plans. In that connection, I would like to change the name "account plan" to something less "salesy". It is important to mention that I…
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Adoption Data; reducing churn, driving growth
I am writing an article on the importance of capturing and analysing adoption data in the B2B space. It's the leading indicator of customer health. Knowing: * if customers are using the products they are paying for * how much they are using those products (and functions/ features) * how easy they find it to use those…
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Premise to Cloud Migration Strategy
Hello there I am looking at designing a premise to cloud migration strategy for our large premise base. Does anyone have ideas they can share? Also what are some of the lessons learned and who are the best examples of company's that have done this successfully? Many thanks Steve
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Customer Success Managers negotiating contract pricing
I feel like this topic may have been touched upon earlier but I can't find the exact thread I am looking for (maybe I am wrong and it hasn't) - so I apologize if this is a repeat. I am wondering how others handle contract negotiations. Not upsells or starting the discussion about the contract renewal, but rather…
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Commission or bonus on Upsell/Cross-sell, if at all?
I'm curious how other companies compensate their CS teams for cross-sell/upsell opportunities, if at all? We're trying to figure out the timeline after a Sales to CS handoff when CS would get credit for the cross-sell/upsell. Should they be commissioned on that amount or part of bonus metrics? At present, CS is responsible…
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GGR CS Ops Office Hours: Today
Customer Success Operations Office Hours! Today: 11:00 am ET, 4:00 pm GMT Come join us and the Gain Grow Retain Community for CS Ops Office Hours - I am at your service as your Host. This series is for those CS Ops Leaders who are building strategy, execution, and measurement. We have two goals with every session: Did you…
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SaaS KPIs and Metrics
@Alex Farmer wrote a good article here on the most important metrics to track. https://www.gaingrowretain.com/blogs/alex-farmer1/2021/01/12/top-five-metrics-to-track-on-your-customer-success I am currently working on revamping my CS revenue metrics and KPIs. For sure missing a lot on the list, but the list is specifically…
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Sales and Client Services responsibilities
Hi there, My business runs and delivers B2B demand generation campaigns for some of the biggest tech companies in the world. Right now our sole revenue stream is a Cost Per Lead (CPL) model, where each campaign/project typically runs for around three months. The competition is fierce, however, we regularly get feedback…
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Net revenue retention
Hi CSM Community I'd like to hear your perspective on who is responsible for NRR? Do you feel this is a CSM team KPI or a companywide KPI? What is an ideal KPI % for NRR and how much of that responsibility is the CSM team and other departments ( marketing, sales, support. product) Apologies if this was already discussed…
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Cross-selling sales campaigns for CSMs
Hi everyone - I'm a recent addition to the community and first time poster. Thanks for having me! Our CSM team was launched in 2019, and we've recently doubled in staffing. In the past we've primarily focused on renewals and small upsells, but this year we have a much stronger initiative to cross-sell into different…
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Who wants to Brainstorm: Price Increases at Renewal
Hi everyone - curious who would be interested in discussing the process of raising (or maybe not) prices during renewal. Specifically raising the price of current subscription, not just expanding the service. The nature of the topic, and value of sharing real world examples of what worked/didnt work may be better over…
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Price Increases at Contract Renewal
Hi All, I am about a month in at my new company. They are taking a first pass at having the CSM's actively involved in renewals and more specifically how we can work on increasing annual spend since most customers are paying the same or less than original contracted value. In my career, when I have been tasked with…
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Quick Hits: Things That Aren't Scary
October is Halloween month, the month of all things scary; before we get there, let’s briefly examine some things that are not scary. Selling Unrealistic quota is scary. Rejection is scary. Having someone think you’re pushy is scary. So selling is scary, right? Well, it can be if the aforementioned are involved, but they…
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Does the CS team own the Upsell/Cross opportunity?
I'm new to the forum and I'm sure this question has been asked by others. I'm curious to learn from other SaaS based subscription software companies as to whether or not their CS team owns the upsell/cross-sell opportunity along with securing the existing renewal? Or does the CS team perform lead generation then pass the…
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Churn Tracking Document
Does anyone have a simple churn tracking document that they like to use, specifically for a SaaS business? Thanks in advance!
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What internal documents should be included in an account plan?
Hi all, I am currently working on developing a new account plan with the purpose of ensuring a unified and aligned WoW in the CS teams. I am doing interviews with our former AMs and other SMEs in the company to gain as much information as possible regarding best practices, preferred WoW with account plans, preferences etc.…
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How do treat one-off expansion revenue that doesn't recur?
Hi all -- I was wondering if anyone here have any best practices or insights to share about how to best treat one-off expansion revenue that doesn't recur. For context, we provide market intelligence to retail in the form of an external analytics dashboard (think SimilarWeb, AppAnnie). Sometimes we get customers who wants…
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Renewal ARR management
Hello everyone!! It's been a while since my last question to the community. As you all may know, I joined a new company recently and I'm trying to figure out how to help on our renewals management process. Current customers have multiple renewal dates because of the timing they decided to buy a specific product. So for…
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Forecasting
Hi GGR - Who is great at forecasting in the CS field? I'm not. I'd like to learn; who would also like to learn? Who might like to lead this learning? Thoughts?
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Account Growth Drivers (ie: upsell, expansion)
Hi all! I was wondering, what are some common drivers for account growth? In Sales, the number of meetings booked impact the number of deals closed and there's a conversion rate you can arrive at to determine how many meetings you need to close x revenue. Is there anything similar to this for account growth. What are some…