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  • Hi everyone, I've got a question on metrics and KPIs success teams measure. Background: We're a SaaS company that provides app developers with a platform that consolidates all app store analytics and allows them to reply to their app reviews in one place. The retention is higher than industry average, and the churn is below the industry average. Organically. We started our CS team this year with one person and expanded it to 3 people now, just a month ago. We aim to monitor retention and churn, ...

  • Time studies are very effective in determining where they spend their time, and can also reveal gaps in roles within and between depts. I also look at my best performers and ask them to share their best practices. ------------------------------ James Conant ------------------------------

  • Trello can be a great tool for your job search! I coached job seekers in a previous role, and we used Trello to organize and map out their whole process. It was a great way to visualize where you are with each application, leave notes/feedback for how interviews went so you could spot trends, and prioritize your outreach efforts for your top job picks. ------------------------------ Bethany Wynns Director of Customer Experience ------------------------------

  • Andrew, 100% nailed it! Thank you ------------------------------ Christopher Simpson Head of Customer Success Direct Commerce Inc. San Francisco CA ------------------------------

  • "At the end of the day people won't remember what you said or did, they will remember how you made them feel." ― Maya Angelou ------------------------------ Andrew Marks SuccessHACKER ------------------------------

  • Discussion

    Hi everyone! I've got a question for the folks in organizations with PLG strategies. We're dipping our toes in this arena and understand that our churn rate and NPS will look quite different for freemium or "lite" versus what we currently offer. However, I'm curious just how different they might look. Our churn rate and NPS are currently excellent so I think lower numbers (even if expected) may shock the system. It'd be helpful to have a benchmark before implementing this strategy. If anyone is willing ...

  • A number of years ago a Sales manager of mine gave me a custom etched Yeti mug with a quote from John Maxwell on it and I use it often. I'd like to do the same for my team but instead would like to include a Customer Success quote on it. Does anyone have any great, single sentence Customer Success quotes that would be good for this purpose? Also, curious what others have done or are doing for team holiday gifts? Thanks, Chris #PeopleLeadership ------------------------------ Christopher Simpson Head ...

  • In addition to the great ideas already mentioned, here are some things I've done that have increased onboarding: - Join Sales calls when there's a 80-90% likelihood of closing so outline the resources provided during onboarding and offer customized recommendations based on that customer's use case. - Have a slide that could be called "Skip onboarding at your own peril" that shares both the story and the data on how customers achieve more value long term. - Share your onboarding CSAT scores ...

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  • Hi everyone, I've got a question on metrics and KPIs success teams measure. Background: We're a SaaS company that provides app developers with a platform that consolidates all app store analytics and allows them to reply to their app reviews in one ...

  • Hi everyone! I've got a question for the folks in organizations with PLG strategies. We're dipping our toes in this arena and understand that our churn rate and NPS will look quite different for freemium or "lite" versus what we currently offer. However, ...

  • Which one of you is counting Involuntary Churn in the Gross Churn ? Is there a time limit in which if the client comes back, you don't treat it like churn (i.e. if they come back in the same month)? Looking forward to seeing how this discussion will ...

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