The most recent content from our members.
I think we can all agree that customer success is evolving quickly. One topic that has been discussed quite a bit is the idea of self-service or "customer led". Candidly, I feel a bit conflicted. - As a SaaS buyer/user - I love the idea of a product and resources that I can seamlessly use without having to add more…
I was given permission by the author of this post, Daphne Costa Lopes, Director of Customer Success at Hubspot to re-purpose the LinkedIn post below here. Daphne posted this thread on LInkedIn just a few days ago. My hope that we can all have an interesting discussion about AI tools that we are all using or at least…
Hi! Has anyone ever done a post-QBR survey to customers? I'd love to gather customer feedback on the EBRs to see how we can improve them in the future. My thought behind it is wanting to make sure our customers see the value in the QBRs and continue wanting to schedule them. I also think this would help inform strategy…
Hi all! I'm looking to send out some feedback surveys to the front-line users of our product to then share with the key stakeholders in our annual review so that they can better gauge how their teams are interacting with us. Has anyone tried this in the past? If so, how did it go? What questions are more likely to get…
This week, @Mike Sasaki joins @Jay Nathan to continue the conversation about scaled CS. In this episode, Mike shares his experience with great examples and practicial tips that have helped him scale multiple programs. Moving from a focus of growth to growing profitably Not about More with Less - focus on doing things…
This week, @DillonYoung, Leader of CS at Maxell joins @Jeff Breunsbach to talk about leading through change. Here are some highlights: Prep before action when changes to priorities happen - need to understand the leading and lagging indicators well to see what will move the needle, not just throw potential solutions hoping…
Hi! We recently implemented internal CS QBRs as part of our quarterly GTM kickoff weeks. Curious if folks have a specific format that has worked very well for the QBRs and/or other content/workshops/etc. that have proven to be valuable during GTM kickoff weeks.
I work for a start up and we have a few partnerships that are at the enterprise marker. Currently Ford Drive has agreed to a partnership with my company for a certain amount of subscriptions. In my understanding The trouble I'm finding is I was involved in the process too late. Out of 100 available subs only 3 have opted…
Being apart of a few discussions surrounding change management I wanted to ask if anyone had any good strategies to proactively stay "ahead" of the game during a change? What works and what doesn't?
Hi all! I have my team sending quotes to customers who haven't responded to any of our renewal automation by a specific date before their renewal. We get a lot of customers responding to the quotes being proactively sent and get some people who just sign the DocuSign right away. I'm trying to automate this, so my team…
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