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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…
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 …
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…
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 …
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 m…- 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 un…
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/e…
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 be…
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