-
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…
-
How do you keep CSMs happy?
Did you know that about 69% of current CS teams have quiet quitters? What's more alarming, 71% of CS teams had people physically quit last year, including 4.6% who had over 10 members leave 😳 So how do you keep your team happy & satisfied with their work? Hi everyone 👋 This post is directly related to an article Irina…
-
Who does CS report to?
ChurnZero put out a great new study surveying 1,037 customer success leaders. One thing that stood out to me was their finding that 53% of VPs of CS report to the CEO or COO and 17% to CRO/VPS. There is no mention of a Chief Customer Officer. Is the CCO a nuanced role?
-
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…
-
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…
-
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…
-
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…
-
Ideas for cross pollinating knowledge in a team
Hello CS family, I am looking for ideas for cross pollinating knowledge in a team. We would like to improve the interaction and learn from the lessons between the team members. Thanks! Best, Sri
-
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
-
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…
-
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…
-
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…
-
Time to Value
Hey everyone! Finally able to get back into the site. For some reason, I couldn't log in. I'm looking for some perspectives and/or data points on time to the first value. Of course, the clock starts ticking as soon as the prospect becomes a customer, and time to first value is going to vary based on your solution but has…
-
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…
-
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…
-
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
-
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…
-
Curious - do you survey your CS team? For what purpose? How often?
Backstory: I was approached by a CS director about working with their team on having more strategic customer convos. During the back and forth, he asked me some really tangible questions about how my program will help their team overcome challenges in this area, including: My customers don't want to discuss strategy I'm…
-
CSM vs. Support team- Roles & Responsibilities
Hello everyone, Wanting to get some insight from others to help delineate responsibility between CSM vs. Support team. We are a medium sized Saas organization and most of our CSM's have a 1:1 relationship with clients (at least for larger clients; we also do have a shared support model for smaller clients that is…
-
Any HealthTech/IT CS folks in the House?
Hey everyone - great to be a part of such a supportive and engaging community. I was wondering if there are any folks here that are in Healthcare / Health Technology / Digital Health Customer Success? I'd love to connect (LinkedIn and Twitter links in my signature). I've been working within healthcare (payers, providers,…
-
CS Events in 2022?
Hi GGR Community, what events are we attending this year? What have you previously attended? Thanks to @Pam Micznik for sharing this - Conferences - CEd & CS - just hoping for some advice/reviews... Cheers,
-
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…
-
Industry Insights for CS in Hospitality and Health & Safety (Trade Work)
Good Morning GGR Community! I run the Customer Success team at ComplyPro, we have two different Apps that we sell: * Site App (Health & Safety app for managing your on-site Health & Safety - construction workers, plumbers, electrician, events, any company that needs to do Health & Safety) * Safe Food (Food Safety app that…
-
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…
-
CSM Interview Case Study
Hi everyone, I'm a big fan of using case studies in interviews for CSMs - helps showcase ability to present, work under pressure, etc. Usually I'll ask them to present what outcomes our business could help a hypothetical customer achieve and include a more technical demo as well. I've got a few templates I've used in the…
-
Creating benchmarks/comparables for customers
Hey community, my company (B2B SaaS, software to manage company car fleets) is thinking about setting up a benchmark for our customers based on product data that we have. Our customers all run car fleets but nobody has the overview across fleets as we have because we have data on how 1000+ of them are run by our customers…
-
How many follow ups is best practice
Hi, First time posting and happy to finally join the community! Here goes... I plan to have a discussion with my CS team on how many follow ups is best when sending proactive outreach. This could be for product adoption, onboarding, etc... In my online research, I have read that 2 to 3 follow ups is typically best with…
-
Operationalizing Product/Usage Data for CS - Pendo vs BI
Community Members, We're working to gain better insight into how our customer's leverage our products/platform and better articulate the value/efficiency they bring. Today, we leverage a number of primary tools - SFDC, Pendo, Asana (integrated to SFDC) and Salesloft (integrated to SFDC). *Note - we've not yet implemented a…
-
Salesforce as a Customer Success Platform
Why don't we see more about Salesforce as a CSP from: 1. SFDC, themselves or 2. the CS market and community? I'd love to hear your experiences, takes, and input. Disclaimer: I don't have a horse in this race, I am simply interested in the consensus. Thanks, Jeff Jeff Heckler Director of Customer Success Solutions…
-
Tools for Customer Health & Product intelligence
Hello everyone, First time poster, here. I'm looking for examples of tools CSMs use to calculate health scores. I've small team with 4 CSMs each handling about 80 accounts. We are planning to revamp our toolchain to scale customer base. Referring to recent flow chart Customer Success Toolstack CSPs only provide a subset of…