The market and financial fluctuations impact your customers, and it is important that you identify any risks to deals or renewals and create a relevant POV to create effective messaging and engagement…
Hello folks, I wonder if you would recommend a tech platform to support the entire Rev Org (Sales, CS + Account management) - a single tool is preferred. I am sourcing options to review tools that can…
The per-seat pricing model has been a cornerstone of SaaS for a long time, but there's a growing trend towards exploring alternative models. Factors like feature usage and customer value are gaining t…
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 …
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 …
Hi all, I'd like to propose some changes to our CSM compensation plan for 2024. Last year we issued 2 bonuses each half based on NRR. I discovered that if a sales person helped land an expansion or an…
"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…
Hi everyone, Over the last year I've calculated NRR by taking our ARR from last year (December's revenue x 12) and comparing that to each month of this year. This December will give us 2023's overall …
