We know that equipping our customers for strong product adoption during implementation, onboarding, and beyond is critical, especially for those in the high ARR category. But how do you do this in an …
Hello there, I am reaching out to tap into the collective wisdom of this forum regarding strategies for improving customer retention rates in SaaS companies. Our company has been facing challenges in …
A few years ago, Jason Lemkin famously asserted that Customer Success is worth about 6X the initial Annual Contract Value over its lifetime. This was a powerful statement underscoring the value Custom…
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 …
A question I get a lot around retention frameworks are effective or overrated? So, in my experience, there is no once-size-fits-all model. While they can help identify key success metrics, they also h…
Hello GGR community, Seeking some guidance here as a new CS ops manager. I joined my current company a few months ago but soon got to understand there is a misalignment between how our finance team vi…
Hey! I am on a Digital Customer Success team (100+ accounts per person) and am helping build out the program. I have a couple of questions: 1) For non-telemetry (no product usage) insights, what sort …
My company has had a Sales Led Growth strategy since its start, and currently has a CS motion in place to support it. Beginning in 2024, we are launching a new product that has a Product Led Growth st…
"When you say 'CS' that's a naughty word. So I don't believe in customer success. Because what does customer success do in most companies? They are basically either renewal people or they're guiding t…
