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  • Thanks for sharing this . It's always a good thing to focus on those high value activities. Just when things get busy (or a bit turned upside down), it's hard to remember that those are the activities that will really move the needle forward​. Just like with exercise or letting your diet slip, the faster you can get back on track, the better it is for everyone. 🙌 I've really enjoyed reading what you've shared. ------------------------------ Anita Toth Customer Retention/Churn Consultant ---- ...

  • Great to hear you have executive support . Makes such a difference. Are you finding there's a certain place that flexibility comes in handy? Like a specific use case that really stands out?​​ ------------------------------ Anita Toth Customer Retention/Churn Consultant ------------------------------

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    ​​ ------------------------------ Jay Nathan Founder, Managing Partner | Customer Imperative ------------------------------

  • Hi Interesting (I mean a 2nd product that has little relation to the existing one) I will answer in order and provide some extra points at the end... Firstly we didn't change focus from Gross, to Net, so I would make sure that CS mindset still has laser focus on Gross, but imbed playbooks for positioning upsell. I would give the CSMs a volume (not ARR) target to position or run the new product playbook (demo or a couple of slides on next review call). ie. Lead gen / qualification. Then pass ...

  • ... interesting Q and can be a scary scenario. ​​I hope the customer base is big enough so you can draw confident conclusions on reasons for historical churn, and potentially even growth. mention a few key things that I would also do. Customer Experience (for all customers) - Laser focus on all feedback from all channels. Remove all admin and operational friction (contracts, how customer collaborates with vendor etc) Customer Segmentation - I would consider resegmenting the customer base ...

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    Hey @Tiffany Morin , I have a lot of them, and to share a suitable one, I need a little more info... e.g. the wrong SOW can damage the CS/PSO image internally (in the eyes of sales) as well as cause unneeded redlining by a customer. However, depending on the needs, they can be super simple. If you couple of questions (answer generally if the info is sensitive) I can share more thoughts and examples... Will you charge (may sound like a stupid question, but sometimes its ok to give free services ...

  • Discussion

    Hello- I recently accepted a consulting position to help a start-up start their Customer Success department from scratch. This is my 3rd time now taking on this exercise. I have templates I've used in the past for SOW-type work. Does anyone have others worth sharing? I'd love to compare notes and best practices! thank, Tiffany #Career #Outcomes ------------------------------ Tiffany Morin ------------------------------

  • Discussion

    Chuck - this is an interesting discussion as it crosses over into should CS lead upsells or not (ie. Quota carrying). CS is often not the driver of the initial purchase. Many companies want CS to be the trusted advisor and having them also sell could impact that relationship. The freemium to the paid model will also depend on the size of your Sales/CS team, the number of downloads, % of conversion, amount of product differentiation between free and paid and how many possible value drivers are there ...

Can you help a colleague? Here are unanswered questions:

  • Hey GGRers, I feel so fortunate to have found this community. The generosity and sharing has been amazing. I've found GGR to be one of the best places to learn more about customer success. From the podcast to the office hours and -- best of all-- these ...

  • The 2020 State of Customer Success report is ready to go! 🎉 🎉 Thanks to everyone that participated - we gathered some amazing insights that we can't wait to share! 🗣 Join us TODAY (9/17) @ 12pm MT to find out what we've learned. Plus we'll ...

  • Hi GGG fam! Reaching out to this resourceful community for input on how you currently manage your interview and hiring processes for critical CS roles such as: Chief Customer Officer, VP of CS, CS Ops, and CSM. CS means a lot of different things at a ...

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