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Taking things to the next level
Hi everyone, my name is Jackson, and I work for a start up focused on complaint intake. We've had a lot of success in with consumer traction however now we are turning our attention to commercial validation and engagement with businesses. I know we have a great product that will have a huge impact for organisations so I'm…
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GGR Blog - The CS Leader's Guide to Community Content
@Brigid Colver shared a blog this week that looks at how content can be a game changer for customer success teams working to scale their efforts and still bring high value to customers. After defining community content, Brigid then makes a case for the 'Why'. Why should CS teams care and get involved here? And a big reason…
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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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Types of CSM?
I recently discovered about Enterprise CSMs and while I am still a little unclear about how that role differs from your normal CSM, I was curious about how many other types of Customer Success Managers there are?
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When job hunting hits a dry spell
So when networking hits a wall and jobs stop replying to your applications, what is a next move one can take to keep progressing in the right direction? First off there is never a wall to be hit when it comes to networking, there are so many resources to connect with other CSMs it is more so about finding the right people…
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GGR Podcast - Renewals
Who owns renewals, and does it really matter? The answer is 'it depends'...that response that can feel very frustrating, but in this instance, is quite well explained by @Julie Fox. Having been on both sides of the ownership question, Julie has found that there are benefits to wherever it lives, and so many other variables…
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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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How are you meeting needs well in today's climate? GGR wants to hear from you!
Effectively meeting needs with limited resources is a challenge many of us are facing right now. How can we provide a customer experience that not only meets their basic needs but also furthers a more strategic partnership that increases retention and even upsells — despite having fewer resources to work with? We are…
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CSM Presentation for Intvw
Hi all! I'm so thrilled that Monday I have a final interview with a company I've loved talking to but I need your help! I have a panel presentation and brief discussion with them on Monday and I'm expected to have about 5 slides (provided by them, blank of course) to validate the following requirements: Ensure I'm aligned…
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GGR Blog - Three Practical Ways to Collaborate with Your Product Team
Joining forces with your product team can amplify your ability to meet the needs of your customer in a way that is highly effective, but how to you being to tie the teams together in a way that makes sense? This week, @kristinhaluch shares some practical tips to lay a solid foundation as you work to create this mutually…
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Creating a "Success Hub" in your Community
We are beginning our DCS journey, including creating a foundational success hub in our community. I'd love to hear what other success hubs look like? What kind of content do you feature? Is it a separate "hub" in your community or integrated within? How do customers leverage it? Etc.
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Are you Ready to implement a Customer Success Platform?
As you know, today’s CRM tools don’t do a great job of supporting post-sale customer lifecycle management. A Customer Success Platform (CSP), like Totango, provides many benefits in managing this customer journey – tracking health, milestones and risks, and CSM productivity, automation - scaling CSMs’ abilities to take the…
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Have you implemented CS Ops?
I'm preparing a longer piece on CS Ops as a whole and would love to add some real stories from you fine folks! If you’ve successfully optimized CS Ops, how did you do it? How did everything look like before you started? Where are you at now? Any insight you have would be very welcome. There's a lot of theory on this topic,…