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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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CS Impact
While many customer success teams track metrics such as churn rate and customer satisfaction, measuring the impact of customer success on the overall business is important to me. How can I tie my CS efforts to revenue and growth metrics, and demonstrate the ROI of customer success initiatives? I am looking for a more…
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All Things CSAT
Hey All - I work for an incredible startup as a CSM. This is an incredible grassroots company as of right now. To gain insight into what works best for measuring and improving CSAT, I'd to hear from you - the community. We're looking for your input on the following questions: What questions do you get the best answers to…
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Measurable Results
I was listening to a recent GGR podcast with Greg Daines - 10 Customer Churn Benchmarks for Saas Leaders - and I was intrigued by the concept, "Measurable results is one of the largest factors in longer retention." In the podcast, Greg went on to say that companies that measure results for their customer have better…
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HubSpot & Customer Success
Do anybody have an experience building CS dashboards and customer journey mapping in HubSpot? I just need some insights on how to absorb checkpoints like kickoff meetings, QBR, surveys etc to report on those metrics to determine the health score and renewals risks via dash boarding.
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Senior Customer Success Manager @ LifeOmic in Indianapolis
JOB TITLE: Senior Customer Success Manager LOCATION: Indianapolis, IN (hybrid in-office/remote) JOB DESCRIPTION: We are looking for a customer success manager to fully support customers as they transition from sales prospects to active product users, with a focus on building customer loyalty and ensuring long term…
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Request for Best Practices and Ideas for Monthly Newsletter
Hey All - I hope this message finds you well. As we all know, keeping our community updated with the latest insights and information is crucial for staying relevant and engaged. To that end, we are planning to launch a monthly newsletter that will provide updates and insights about our community and the broader industry. I…
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NPS Set Up
Hey All - I'm fascinated by this community of brilliant people. With that said, I'm starting with a close to 2 year old start up and they're beginning to invest in cx/customer success. Because they have a bunch of existing accounts and my question was/is how are you monitoring the health of these relationships? That's…
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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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Customer Success Plan- integrating into existing customer base
Hello! I am privileged to be one of the founding members of the CS organization and am in the process of building out our organization's operational plan. Part of this plan is introducing the idea of Success Plans to the organization. Introducing Success Plans to new customers is a pretty straightforward concept and I…
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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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How are you showcasing your RoCV-Return on Contract Value?
I really liked Rohan Gupta’s, blog post, “5 Predictions for Customer Outcomes in 2023.” The RoCV, Return on Contract Value, really jumped out to me, for in times of economic downturns I feel like every software purchase is being analyzed and there are two boxes CFO/CIO’s consider: the IN box and the OUT box. I’ve never…
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Customer segmentation - process and tools
Hi everyone I'm new here so forgive me if something similar to this lives somewhere. I looked but I couldn't find anything, promise! I'm looking for tips and advice on the best way to go about customer segmentation. We've got information everywhere: * CRM systems * CSMs own customer spreadsheets * CSMs own brains I'd like…
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Not enough perceived value
As the title states - I have recently taken on a global role, leading a CS team with a churn problem. When I dig it into the core reasons for churn, besides product gaps that are being mitigated. Customers are churning because of not enough perceived value. I was wondering what have you implemented to help your team to…
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Customer health scoring for a DTC digital health product
Does anyone have experience with customer health scoring for a DTC digital health product. I am trying to determine the best approach to calculating our subscriber health score (for a digital health fitness product) particularly around reducing member churn and would love to pick someone's brain about this topic!
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Creating Strategic Account Plans
Hey all, I wanted to gather some feedback here around creating strategic account plans. I find that Success (& our sales partners) is often reactive rather than proactive and we are beginning to think about how to create proactive account plans for our clients (i.e. only come up with a game plan/strategy when there's a red…
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When the Champion / POC leaves the company...
Hey everyone! As we all know the economic times has caused many businesses have layoffs and cut back on expenses. I'm curious to know how customer success organizations are retaining customers when the champion or POC has left the company. I'm sure many are dealing with this and I'd love to hear thoughts on how others…
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New Year Reorg
In my workplace, it is common that a new calendar year means a reorg and account transitions. We transition an account for some of the below reasons: * Contract value change (+/- ARR or ACV) * "Strategic" account identification * New calendar/fiscal year * Balance (CSM) account load * CSM turnover Transitions are necessary…
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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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Scaling Customer Success On a Budget
Any advice on handling scaling CS requirements in terms of team and tools? We are a Fintech providing offline and online payment solutions to business owners, but our core focus at the moment remains offline payments (POS, QR Pay and bank transfers). Some of the core CS activities right now include: - POS usage follow ups…
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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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CS Platform Advise
We are just starting the evaluation process of a CS platform and looking for some advice on platforms. We're looking at Gainsight and ChurnZero, but curious if there are others we should be considering? Planhat has come up as well as Service Hub from Hubspot. Does anyone have experience with Service Hub? It seems to be…
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I am halfway through interviewing 100 CSMs
Hey All, I'm putting together a report on my findings interviewing 100 CSMs and asking them about their thoughts on the way they engage with their clients and if they wished they could do anything differently. I've had some incredibly varied and interesting opinions shared by the 50+ CSMs I've individually spoken to thus…
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CS Platform Rubric
Hello! Does anyone have a rubric to share to compare the various customer success platforms available? We are looking for key criteria to measure against.Thanks in advance for any insight! Andrea
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I'm halfway through interviewing 100 CSMs - I'd love your thoughts
Hey All, I'm putting together a report on my findings interviewing 100 CSMs and asking them about their thoughts on the way they engage with their clients and if they wished they could do anything differently. I've had some incredibly varied and interesting opinions shared by the 50+ CSMs I've individually spoken to thus…
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QBR/EBR Questions
Right now we have a partnership slide that's goal is to address the partnership both on a macro and micro level. What are your go-to 'What" and "How" questions in a QBR/EBR? What area of the presentation do you reserve to ask these questions? How many do you ask? In my mind, I'm looking specifically for more information on…
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How to create an escalation process pathways document
Has anyone built an escalation steps document? I need to create a document in which I identify risk factors/flags, what's the impact of that flag, how handle it, how we mitigate it and success criteria. I have searched all over the internet for a template to build off of but most are support focused and not CS.
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Escalation process build out
Hi, everyone! My current goal is to create an escalation doc that is based on certain customer risk factors that occur during the onboarding process. In thinking about the document I believe it should have the following: Risk factors/flags Impact of that flag being raised Mitigation steps to prevent flag from happening…
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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…