Josh, Yours would be an interesting use case to add. So far, many of scenarios are in B2b SaaS. A mixed approach of digital touch for on-prem & SaaS would make a great addition. Let me know if you like to collaborate, glad to get your insights. -- Harish Maiya Tech driven CS leader --
Sure thing. Your contribution is much welcome, it only makes the playbook better! DMing you to let know details. -- Harish Maiya Tech driven CS leader --
Hi Harish - It would be great to see the playbook when it's published. We're building digital/low touch for a mixed SaaS/on-premise so always looking for insights. -- Josh Buckley Customer Success Innovation & Intelligence VMware --
Hi Thats amazing, thank you for sharing the knowledge. On another note please let me know how I can contribute. -- Craig Jackson The Accountancy Cloud --
Hi Craig, Congrats on your new position! I am currently working with fellow CS leaders to compile playbook on digital touch for customer success. Happy to discuss and share knowledge with you. Harish -- Harish Maiya Tech driven CS leader --
Hey GGR Its been a while since I've posted here! apologies but work has been busy and golf season has started. I have been fortunate enough to secure my 3rd senior leadership role in CS and i'm looking to network with the community! I will be moving to an organisation that is extremely fast...
They never really implemented Gainsight fully so it's not really possible to tell. Thankfully it looks like they are giving me one more year of Gainsight to see what we can do with it. We will use intercom for some of our free customer automations for now and I can prove the roi over time. Phew...
Is the renewal increase correlate to the increase in customers managed within GS? IMO it is an absolute show stopper to decide to implement two systems (understanding you can have this split-brain scenario due to an acquisition, etc) unless the management, visibility, targets and integrated...
The following article comes from Filipe Rufino, a GGR Member and Lead CSM and Mentor at Gartner, Inc. Filipe shares how his team leverages CSM Retention Clinics to help mitigate risk prior to renewal and encourage team collaboration. CSM Retention Clinics What are they An...