The most recent content from our members.
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. An example for increasing your knowledge without having to become a financial expert is using ChatGPT prompts to see if…
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 support the different use cases (sales pipeline, AM expansion, and CS folks work). Insights much appriciated.
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 traction as potential pricing metrics. What are your thoughts on this shift? Have you seen success with alternative pricing…
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 Customer Success can bring to a company. But is this still true today? The SaaS landscape has evolved significantly, and it's…
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.
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 views and calculate churn and NRR vs how local operational teams do. Basically, our customers are subscribing to annual…
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 of alert widgets did your company create to understand how well or not well the customer is doing? (e.g. high volume support…
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 upsell for one of their accounts, the CSM coasted the rest of the year. This was the first year we implemented a bonus and…
"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 the customer around to how to use the product. But if you ask the tough of customer success, can they sell the product? No.…
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 NRR. However, my finance team is challenging that. They are taking each month's revenue and comparing it to that month's…
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