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    I inherited Freshsuccess at a company about 2 years ago, and I had to figure it out on my own. I'm sure the product has changed quite a bit in 2 years. ------------------------------ Andrea Brisker Customer Success Director SimpleLegal San Francisco ------------------------------

  • Hi All, I'm researching in-house Strategic Advisory teams within our organization. To be clear, these are not product advisors rather people that have worked in the industry that we sell to - i.e. customers. The reason behind this is that although we have brilliant CSMs, they are not from our customer base and therefore they can only take the "strategic conversation" so far. These in-house advisors would work alongside the CSMs doing high level workshops and staying very much on the business outcome ...

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    Hi team, I am building a CS team from ground up. The question is which CRM will fit our needs. Sales & marketing is already using Hubspot. I am looking for something which is a combination of (Sales flow & Case management from Salesforce + CS playbook automations from Churnzero or Gainsight) Primary focus is on CS playbook automations & Case management. Please share your thoughts and ideas. Regards, Amit Kumar #Technology ------------------------------ Amit Kumar Head Of Client Success Head ...

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    Hi Daniel - YES! We are finding new ways to identify the risk of nonrenewal before it happens. Thank you for the great tips. ------------------------------ Amanda Watson Education Team Lead Drake Software ------------------------------

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    Thank you, Anita. I appreciate the resource! I will reach out soon. ------------------------------ Amanda Watson Education Team Lead Drake Software ------------------------------

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    Wow, thanks for these great suggestions - I am adding these to the list. I never considered recording conversations to capture the emotion. ------------------------------ Amanda Watson Education Team Lead Drake Software ------------------------------

  • Discussion

    Hi everyone, There has been some discussion here around the customer journey mapping. We're just getting started with this exercise and I wonder - do any of you have some templates/examples of journey maps that you can share? A few additional questions: What steps did you follow when you created it? Did you involve other teams? If yes, which ones? How complex is your journey map? How deep did you go? Did you interview customers before? Thanks everyone! Dana #CustomerJourney #CustomerSuccess ...

  • Thanks Daniel for the information and the article with specific questions to learn more about customer goals/needs. I'm compiling a list of these questions and then I plan to create a universal form that I can use with customers. Thanks for the help! ------------------------------ Stella Ikhnana IL ------------------------------

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Can you help a colleague? Here are unanswered questions:

  • Hi All, I'm researching in-house Strategic Advisory teams within our organization. To be clear, these are not product advisors rather people that have worked in the industry that we sell to - i.e. customers. The reason behind this is that although we ...

  • Hi team, I am building a CS team from ground up. The question is which CRM will fit our needs. Sales & marketing is already using Hubspot. I am looking for something which is a combination of (Sales flow & Case management from Salesforce + CS playbook ...

  • Hi everyone, There has been some discussion here around the customer journey mapping. We're just getting started with this exercise and I wonder - do any of you have some templates/examples of journey maps that you can share? A few additional questions: ...

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