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Gainsight vs Planhat vs ???
Hi, I just started this week as VP Customer Success at a company that works with enterprise brands and connects them with creators/influencers on the platform. We are scrapping the entire tech stock of Hubspot/Asana/Klaviyo and I am looking to implement a full-scale CSM software to scale and grow the company this year. We…
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Who owns the knowledge base at your organization?
Hi everyone, I'm doing research around knowledge bases and curious to know who owns + maintains the knowledge base at your company. Is it CS? Or a cross-functional team? Would love to get some details about your company and understand how this process is carried out.
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Platforms for tracking SaaS metrics?
I am looking for recommendations for software's that track SaaS metrics? I am wanting something that calculates metrics such as CLV, CAC, Customer Churn, NRR, GRR & more. Any suggestions of platforms you have used & liked would be appreciated.
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What automation playbooks do you recommend for low-touch CS?
Hi there! What’s your experience with automating low-touch CS? And what kind of automation playbooks do you use to make things run smoothly? I’m trying to see how other CSMs in this space do it.
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How do you keep customers engaged during onboarding?
When it comes to user onboarding, engaging content is key to keeping users interested and motivated throughout the process. Short videos can be a powerful tool in your content strategy. Here are some tips on how to use short videos to improve your onboarding experience: Use video to explain key features: Short videos are a…
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Salesforce - Einstein
Anyone here using Einstein? This is Salesforce AI/automation tool that is built into Service Cloud. If so would love to learn about your use cases and get feedback!
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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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Which Project Management Tool Is Most Used / Best in CS? (Asana, Trello, ClickUp, etc)?
Hey everyone! If you have a second, please take a moment and vote on this poll I put in LinkedIn this morning - I have to set up a project management database in preparation for an upcoming bootcamp assignment, and I'm debating if it would be most valuable to do it in ClickUp, Trello, Asana, etc. After all of the…
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The Cloud's Down, Now What?
Recent disruptions of service affecting major CSPs have highlighted the importance of having a multi-cloud environment and backing up customer data. One of the main benefits of a multi-cloud environment is increased resilience and availability. By spreading data and workloads across multiple cloud environments,…
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Recommendations for Customer Success Software
We are a fairly new customer success team looking to implement a customer success software tool to help us measure customer health, build the customer journey, and manage retention. We are a midsize SaaS company and a leader in our market. We plan to look at ChurnZero and GainSight but would like to have additional…
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Salesforce / Jira Connector for Bug Priortization
hi all, does anyone have any experience or preference when it comes to integrating Jira with Salesforce? less interested in creating tickets in SF to be sent to Jira at the moment - mostly interested in connecting customer data (outside of name - such as ARR, segment, vertical etc) to Jira tickets (in this scenario:…
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playbook triggering
I am looking for sample and sharable playbooks triggered by an identified risk, identified opportunity, anomaly detected, CSM-initiated, or significant change in components that make up customer health score. It could be automated or CSM-led or hybrid. Where are such playbooks usually documented? In the CS platform? In a…
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Online Community as a part of tech touch strategy
Hello GGR! I have learned a lot from several posts discussing Success Groups and tech touch strategy, but what I have not seen directly discussed is how your organization's online community is part of, or supporting, your tech touch strategy. Questions to get your wheels spinning, * How are you leveraging your company's…
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Replacing ChurnZero with Planhat
We're considering ripping out ChurnZero and replacing it with Planhat. We've had ChurnZero for 3 years and have grown dissatisfied with some of the recent changes. Has anyone done a rip and replace to Planhat? Anything we should be aware of in terms of functionality ChurnZero had and Planhat doesn't? Thanks so much!
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Looking to share experiences of Totango
Hi All Over the last 5 years, I've been an avid user and supporter of CS platforms and in this time have been a user of Gainsight and Totango on multiple occasions. I've just joined a company where Totango is the tool, and definitely the right choice for the company. I last used Totango about 18 months ago and its great to…
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Customer Success Associate | SF, Denver, or Washington, DC | Windfall
Job Description: As a Nonprofit Customer Success Associate, you will own a set of accounts and partner with your customers to ensure they are maximizing their engagement with Windfall. This includes interacting with customers at every stage from implementation to renewal, including providing proactive account management…
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Commercial Director of Customer Success | Remote | Windfall
Job Description: As the Director of Customer Success for the Commercial Team, you will lead a team of Customer Success Managers (CSMs) focused on building the commercial vertical within our business. You will own a set of accounts, manage and grow the team, and build systems and processes to help scale the customer success…
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AI Advances & Customer Success
Someone recently asked me: What are some examples of how GPT-3 can benefit customer success managers? To which I replied: 'GPT-3 can be used in a variety of ways, from generating text for blog posts and social media posts to creating personalized emails and sales pitches. It can also be used to generate text for internal…
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Customer Success Scalability Model
Hi, all! I'm a new member and stumbled upon this community while searching for solutions/best practices on scaling our Customer Success function. We are currently on a hiring freeze and, as sales continues to close deals, our need for a scalable success model is expedited. We have implemented process/engagement-related…
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Catalyst vs Totango
Hi GGR Community, We are just finishing our CS Platform evaluations and we are down to Totango vs Catalyst. I would love to hear from the group on your thoughts on those two platforms. To help with the conversation here are a few bullet points: * 35 CSM's - 5 Admin * Enterprise B2B * Land & Expand Focused on Driving Users…
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Implementing ChurnZero for a scaled CS model
Hi GGR community! I'm new to my company, and my first initiative is to implement ChurnZero for our CS org. We have both a high-touch and scaled CS model. I'm curious to know if anyone has setup ChurnZero (or another CSP) for a scaled model and your approach/learnings if so. Let me know in the thread, and I'd be happy to…
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Seeking Feedback on Vitally - CS Platform (similar to Gainsight, Client Success, Churn Zero, Catalys
Hi everyone! I'm currently looking to implement a CS Management platform for our startup (~25 employees). I have a demo coming up with Vitally (https://www.vitally.io/) and was interested to hear if anyone has any feedback/insights on this particular platform? Would love to hear about implementation time, CS services,…
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Vitally
Does anyone have any experience with Vitally? Someone internally brought them to me but their platform looks really weak. Before I lean in I'd love to hear if anyone has experience with them - good, bad or indifferent. Thank you, Emily
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Community VS Slack Groups
This came up in a discussion recently. Why do we need a community when we have slack groups?
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Using Hubspot as your main CS tool
Hello everybody. Does anybody have experience using Hubspot as your main CS tool? Any tips and best practises, I need to know about.
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How valuable would it be to SEE and HEAR what a customer really thinks?
I've been geeking out about Usability testing since I started at TryMyUI. I understood that User Experience research was a thing, but always assumed it was something that was only for $Billion$ tech-companies. Since working here though, I've been thinking of ways that we as CSM's could gain a WEALTH of knowledge and…
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Building Customer Success Excellence in Salesforce
Hi GGR Community! The company I work for, OpFocus, is working on putting together a panel discussion on Building Customer Success Excellence in Salesforce. As a Revenue Operations consultancy, we face a lot of organizations struggling to leverage their Salesforce platform to support Customer Success. I would love to hear…
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As of when is a CSM tool valuable?
Dear community, As of when is it relevant to move towards a CSM tool? Do you look at the number of accounts CSM is managing? Maybe also the maturity of the team + the data that is available (the readiness to automate)? Are there other criteria to consider? Thanks a lot in advance, Tine
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Rise of the Digital CSM!
In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. However, in the real world, both time and resources do not permit this level of interaction. It means it’s time for your business to adopt a digital-led Customer Success model! This model ensures…
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Churnzero Integrations - limitations?
Hi all, We are currently in the process of evaluating CS Platforms and have narrowed it down to three Churnzero, Gainsight, and Planhat. A bit of an open question on my end is Churnzero's native integrations and the lack of "control" that one has over the configuration and admin of the integrations, as Churnzero implements…