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  • ICP & ICP Drift

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    Several years ago Nick Mehta wrote about the ten laws of SaaS (see below). I would like to understand how different CS leaders are informing the collective organization (e.g. marketing, sales, product, finance) about #1 and #2? Specifically: How do you manage your ICP & what's the size of your company? ​​ #Strategy ------------------------------ Dan Sperring VP of Customer Success Intrado ------------------------------

  • Hi @Klil Nevo I am also in B2B SaaS and our platform onboarding process is a bit daunting, as I sometime equate it to onboarding an ERP. There's a lot of data that's disorganized and unstructured and requires a lot of cleansing and normalizing before we can ingest it into our platform. I love the idea of sharing ideas and inspirations, and work works and doesn't. In terms of a "simple onboarding process", I believe it'll depend on how high level you want to show your customers vs "the mess" that ...

  • Hi Sara, I know this thread is quite old. Would you be willing to send me both your templates? I would greatly appreciate it. Best, Anne ------------------------------ Anne Bowman TeamO3 ------------------------------

  • Discussion

    Good morning Colby, Thank you for posting this advice on Prosci. I downloaded a few of their e-books. They look like a fantastic source of information Best regards, Aaron Brenes Implementation Manager ------------------------------ Aaron Brenes BocaVox ------------------------------

  • @Jennifer Frances - Congrats on your upcoming adventure. It's an exciting time to be getting into CS ops​. I've made that leap and have helped a few others along the way. Happy to chat and offer you some guidance so that you feel ready to add incredible value on Day 1. Shoot me a message or find me on Linkedin and we'll setup a time. Talk soon! ------------------------------ Mickey Powell ------------------------------

  • Hi everyone! I have experience managing 1MM-15MM CS functions but haven't yet experienced the feel of a fully mature CS unit. For those of you that have, what do you find to be the most impactful areas of evolution as you scale past 15MM to 100MM? Thanks! #CustomerSuccess #Strategy ------------------------------ Tyler Wonderlic Oncue ------------------------------

  • It’s “Budget and Planning” time of the year, again! As a CS leader, you reviewed your past year’s performance thoroughly. New areas of investment have been identified and you are ready to speak with the CEO/CFO about additional budget requirements. The dreaded part: How will you show value and get your budget approved? Well, it’s not easy to prove a case for CS. However, if you do your homework and show quantitative data demonstrating CS contribution it will become easy. Irrespective of ...

  • In an earlier GGR Office Hours, someone was looking for advice on measuring Customer Engagement with SalesLoft + Gainsight. We, the attendees present, were unable to assist from their experience. However, I thought it might be useful to share this Gainsight Admins Slack Group here for the individual who asked (and others). Thanks, Jeff Jeff Heckler Director of Customer Success Solutions MarketSource, Inc. #CustomerHealth #CustomerJourney #CustomerSegmentation #CustomerSuccess #Metrics ...

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  • Hi everyone! I have experience managing 1MM-15MM CS functions but haven't yet experienced the feel of a fully mature CS unit. For those of you that have, what do you find to be the most impactful areas of evolution as you scale past 15MM to 100MM? ...

  • In an earlier GGR Office Hours, someone was looking for advice on measuring Customer Engagement with SalesLoft + Gainsight. We, the attendees present, were unable to assist from their experience. However, I thought it might be useful to share this ...

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    ICP & ICP Drift

    Several years ago Nick Mehta wrote about the ten laws of SaaS (see below). I would like to understand how different CS leaders are informing the collective organization (e.g. marketing, sales, product, finance) about #1 and #2? Specifically: ...

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