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RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

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 --


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RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

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 --



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How are you connecting VoC to ROI?

Hi GGR community 👋🏻 I had a question for some of you CS aficionados that have implemented Voice of the Customer (VoC) programs. Obviously, knowing your customer is critical to success, and VoC definitely helps you know your customers. However, I'm curious to dig into the ROI that you've...


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RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

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 --



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RE: Looking for gems of information, to do's and not to do's! product driven - Low touch mid market/ enterprise customer base

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 --



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RE: Variable cost models for Customer Onboarding

Hey John, Great question. I like the idea of Onboarding at a price tag. That said, I also like the idea of discounting that cost if goals are achieved. At the end of the day, your goals and the customer's goals should be aligned. You both want to get the software up and running AND...


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RE: Tracking Customer Feedback from Account Reviews, Business Reviews, and other conversations

Anastasia, There are few good open source templates with queries for aggregation of spreadsheet/table data. Depending on sources used, type of data collected and level of complexity, I can suggest relevant ones to you. Glad to assist you through it. Thank you -- Harish Maiya Tech driven CS leader --