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They never really implemented Gainsight fully so it's not really possible to tell. Thankfully it looks like they are giving me one more year of Gainsight to see what we can do with it. We will use intercom for some of our free customer automations for now and I can prove the roi over time. Phew! Thanks to all who answered! ------------------------------ Rachel Provan ------------------------------

Hi GGR - Let's run an AMA (Ask Me Anything) with @Jay Nathan and @Kristi Faltorusso as part of our CS Blueprint podcast. On June 24th at 12pm ET, we'll be answering your questions live on LinkedIn and posting responses here in GGR. So... What questions do you have? How can we help you think through a challenge? or opportunity? We're here to help, so ask away! ​​ #CustomerSuccess ------------------------------ Jeff Breunsbach Founder, Gain Grow Retain Director of CX at Higher Logic Top 25 Influencer ...

Hi Everyone! The company I'm with has tapped me to start and lead a CS department in our organization. We're a telecommunications company with clients of varying sizes and ranging from Banks, other telecoms, down to small businesses. We provide internet connectivity, VoIP and private site to site connectivity. I don't really have any formal experience in CS, I started with the company as the very first technical support rep, moving to different departments from network ops, service delivery, inside ...

Hello, I started an initiative to establish the principle that senior leadership gets invited to the discovery meeting with the customer (the meeting that positions Customer Success before the onboarding). Do you do the same? If so, what topics do you find work for the customer for you to address, beyond introductions? Thanks! #CustomerJourney #CustomerSuccess ------------------------------ Marco Carrubba Director EMEA Cloud Customer Success VMware ------------------------------

Hi Kintu, I recently created one and would be happy to share and discuss. Feel free to reach out! Thanks, Chris ------------------------------ Christopher Bulkley Principal, Customer Success Real Chemistry Windham NH 603-401-6821 ------------------------------

Is the renewal increase correlate to the increase in customers managed within GS? IMO it is an absolute show stopper to decide to implement two systems (understanding you can have this split-brain scenario due to an acquisition, etc) unless the management, visibility, targets and integrated systems are all different as well. Some initial scary thoughts with 2 systems: - integration volume, ie, SFDC now feeds/gets changes from two systems - logins for your SSO platform, which can cost more $ - company-wide ...

... Let's connect. ​ ------------------------------ Zenya Learning LLC http://www.zenyalearning.com/ Pam Micznik Managing Director (Founder) ------------------------------

Is this something you can help with? ​ ------------------------------ Anita Toth Customer Retention/Churn Consultant ------------------------------