The most recent content from our members.
Our organization is B2B in the technology/software industry. Some organizations like SurveyMonkey and Qualtrics publish NPS industry reports, but their results vary and are typically gathered from their own customers. I am wondering if there are other reports or benchmarks that the GGR community trusts.
Hey GGR folks! We are exploring a survey or assessment to evaluate if our customers are getting value from their relationship with their assigned CSM and if they believe they will be successful with our product. I have a couple of questions I've been exploring through the community and have read some posts already. If you…
Hello. We are looking to include the post-onboarding CSAT score as part of the onboarding team's bonus calculation. I want to make sure that the questions we ask give us an read on the onboarding manager's performance as well as the company's overall performance with onboarding new clients. Given this, what (quantitative)…
Contact hygiene is a beast isn't it? I'm curious to learn from others how you automate contact hygiene reminders or the verification process you have CSMs/AMs go through to OK NPS recipients.
I have got a question around working with SaaS Enterprise software customers and would like to hear some feedback from other CSMs working in the same space. In the organisation I work for, Customer success is executed via customer success plans (CSPs), customers pay for in advance. Usually, the scenario is that once the…
Hey there, CS Leaders! Does anyone have a customer-facing deck that they are willing to share that highlights applicable product enhancements, issues resolved over time, progress against post-launch (phase two) projects - all anonymized, of course? I am looking for a way to demonstrate both strategic and tactical progress…
I like to alter the standard CSAT question of "How satisfied are you with our product" and NPS of "How likely are you to recommend our brand". For example, I have used "How satisfied have you been with the value from our product in the last 6 months?" for NPS - "How likely are you to see value in our product in the next 6…
How to manage what was promised during sales closure. I experienced most of the times, sales team over promised to the client which is in pipeline for next 6 months. How do we handle or buy time to keep the service experience at top.
I had an interesting conversation with a colleague today that how to gather valuable feedback after a resent Cuatomer Support Interaction. Agent CSAT Should it be how satisfied were you with the agent, with an open ended follow up? CES should be How easy was it for you to get the issue resolved with a followup ? Agent CSAT…
Hello Experts, A quick question: Just trying to understand the customer success role a little better. Who in your organization was the decision maker of choosing a Customer success, NPS or a CSAT tool ? Was it the Product Owner, a CSM, Insight Manager? and who is the actual person responsible for actually…
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