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RE: Success & Support - Competitive Analysis

Hi Kate, Thank you for your response. It's a decent shout, and to a certain extent I am doing that now as I start in my new role learning about our customers. I just wondered if anyone has done it as a detailed analysis. Thanks again, Matt -- Matt Myszkowski VP, Customer Experience EMEIA Cision --


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RE: Success & Support - Competitive Analysis

Hi Matt, I reviewed this a few years ago at my previous company. I found the best source of information was our current customers. This can make for a meaningful reason for an executive to "check in". -Kate -- Kate Current Head of Delivery and Customer Success 414-333-2422 --


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RE: ChurnZero Best Practices

I know Gainsight has free tutorials on their website that would give you some insight into the platform basics. I'd think ChurnZero has something similar. I'm a certified GS Admin, but they have End User courses as well....depending on where your interest lies. -- Katie Baker Workiva --


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RE: ChurnZero Best Practices

One of my goals this year is to become more familiar with the CS platforms like ChurnZero and Gainsight for career growth purposes. Is anyone willing to walk me through a demo of their implementation? I'm open to other suggestions to increase my knowledge too. Thanks, -- Ed Braunbeck --


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RE: ChurnZero Best Practices

Hi Jared! Full disclosure, I'm on the Customer Success team at ChurnZero - so that's the perspective I'm coming from in answering your questions. :) As and mentioned, Segments are definitely the 'building blocks' of ChurnZero, and it's something we will put a pretty constant focus on throughout...


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RE: Dashboard for upcoming renewals

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...


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RE: ChurnZero Best Practices

Hi Jared, We have been using ChurnZero for a little over a year and I'm a big fan:). Biggest thing is to really understand that everything is based on segments, so making sure you really understand how to set these up will help with plays, etc. Start organizing these segments early (folder...


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RE: Dashboard for upcoming renewals

- can you share more detail on how you've defined and implemented renewal stages and forecast categories? We're in the process of setting up Salesforce to track customers along the lifecycle after the initial close and this is definitely more comprehensive than what we have mapped out so far....


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RE: ChurnZero Best Practices

Hi Jared, How has the implementation gone? I'm a little over a year into working the hybrid CSM/CZ admin role. Tightening up our plays and segmentation were huge over the previous year and we're just now diving into Journeys as well, but the CS team is truly seeing value in usage reports when...


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RE: Switching customers from monthly to annual billing

Hi Andrea, I am in agreement with Srikrishnan. It really depends how many clients you have and in what segments. Here is an example from my experience going through this process: At the time, my company was only offering a month-to-month subscription, and I realized that if a key account churned...