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    Hi Rragavan and Michael, Room for one more to join please? Kind regards ------------------------------ Liam Farley ------------------------------

  • Hi GGR Community, I am working on tackling some New Year Resolutions in my customer implementation/onboarding lifecycle on other ways to provide engagement or value to an Executive Sponsor during an onboarding process. I currently have existing touchpoints in our process, but I am looking to take that to the next level. I am looking for other creative ways to show value to the Exec level, without having them involved on every call of the process, as I typically have a Primary POC for that (and there ...

  • Discussion

    Just spitballing here - Do you have playbooks for improving health that coincide with the forecast category? For example, if you have a X-month long playbook for moving at-risk accounts from red to yellow to green, would be cool to see where each of those at risk accounts falls within the playbook (are they many months in and account health hasnt changed? or was this a newly at-risk account just beginning the playbook, in which case we can predict they will be healthy come renewal time). ------------------------------ ...

  • Discussion

    I just replied in another thread on a similar topic on the benefits of aligning playbook with categorizations of client goals so you can match the goals of the client with the playbook based on opportunity type (is this an expansion playbook, a churn risk recovery playbook, etc.). Some of the info in that thread might be helpful to you? https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?MessageKey=a0d8e4b9-3635-4572-a5af-c8bc62ac16f1&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer#bma0d8e4b9-3635-4572-a5af-c8bc62ac16f1 ...

  • Discussion

    Hi , What services are you going to provide? ​ ------------------------------ Zenya Learning LLC https://www.zenyalearning.com/customertraining/ Pam Micznik Managing Director ------------------------------

  • RE: Churn

    Discussion

    both Ed and Daniel have given you good answers. I'd like to add that it's really concerning to hear you have a high churn rate. It means that something (or likely many things) is taking your happy customers and making them unhappy. I would suggest hopping on a call with some of your churned customers to find out why they churned. Even a 15 minute call can elicit some very useful info and determine the product and service issues (like onboarding or support) that are causing the majority of ...

  • Hi Rragavan, That would be great. Would be happy to connect and see what you have built out. Please be in touch - michaelp@monday.com ------------------------------ Michael Porcelain monday.com ------------------------------

  • Discussion

    I think that was a very smart business decision. I'm sure that it was difficult for your company both financially and emotionally with having to furlough your team, but the fact that you were able to relate to your customer's struggles really showed them that you are in true partnership with them and value that relationship. That connection builds loyalty and loyalty leads to retention and growth, as those customers will certainly remember what you did for them during a challenging time. I can ...

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  • Hi GGR Community, I am working on tackling some New Year Resolutions in my customer implementation/onboarding lifecycle on other ways to provide engagement or value to an Executive Sponsor during an onboarding process. I currently have existing touchpoints ...

  • Question for the team - If you have an install base sales team which sells software to your install base (i.e. "upsells" or "expansion sales") and this team is distinct from your new logo sales team, what is the internal and customer facing name of ...

  • Good morning friends! I am starting to do some competitive analysis of what our competitors offer in terms of Customer Success, Customer Support & Onboarding. Has anyone done this before? Can y ou share any guidance or advice? Does anyone have a template ...

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