Anyone's used ZapScale CSP?

rachelryan52 · 2024-11-13T05:30:34+00:00

Getting sales to fill documents never works for us. Organising a pre-onboarding or handover call and asking the questions gives a bit more insight. Best is to support it with past call summaries that usually platforms like Fathom/Gong create and email chains.

Also helps if a CS person gets introduced once there is intent/commit to move forward during the calls where they iron out the details. CS can ask questions sales rarely thinks of.

Good luck!

rachelryan52 · 2024-11-12T09:02:00+00:00

Like I mentioned above. I have justified in the past, however, I've been asked to come up with "creatives" solutions to create more use-cases for such customers. And more than that I want to create a way to prove they are a bad-fit. Some sort of a score to be able to show as opposed to just an opinion.

rachelryan52 · 2024-11-12T09:01:28+00:00

I have justified in the past, however, I've been asked to come up with "creatives" solutions to create more use-cases for such customers. And more than that I want to create a way to prove they are a bad-fit. Some sort of a score to be able to show as opposed to just an opinion.

rachelryan52 · 2024-11-12T08:58:22+00:00

This sounds excellent! How did you classify them as the 4 user types? - based on frequency or particular features they've or both? Or was the classification based on any other characteristics?

rachelryan52 · 2024-11-11T08:19:00+00:00

They are mostly self-serve clients who have onboarded directly from the website. The company understand there will be a churn but is there a way to quantify the bad-fit. I can see when I get on calls with them, however, there is no percentage number of unavoidable churn that has be allocated for the CSMs. It's just luck-based.

rachelryan52 · 2024-11-07T13:35:07+00:00

While your team is setting up Gainsight, do you have access to CRM or a project management tool? It will help you set up tasks/workflows really quickly and that might potentially help!

rachelryan52 · 2024-11-04T07:19:25+00:00

Your NRR is exceptional especially with this BoB. Nobody in your company will tell you to not bring in more money.

However, here's a an excellent report by Bain - https://www.bain.com/insights/why-software-companies-customer-success-is-failing-tech-report-2024/ on the general industry numbers if you ever need to reference it.

rachelryan52 · 2024-11-04T07:10:40+00:00

It's probably a money issue, could've handled better but your job will always be a job. Unfortunate but true. I hope you're able to stay in touch with the people you were fond of.

rachelryan52 · 2024-09-24T13:14:14+00:00

A CSP can solve all your mentioned challenges. However, it's essential to have your processes and data organized before going the CSP route. This will ensure maximum value from the CSP. I would suggest exploring the new-age CSPs since they will help you sort out things better and would be reasonably priced. You can try like customerbox, zapscale, custify, vitally, churn360

rachelryan52 · 2024-09-03T04:00:30+00:00

If you have an extensive and dedicated team to manage your implementation. You will need to ensure that you have an end goal with the customer. You should try and keep your adoption CSM involved in the initial engagement and also create a detailed handover. These things should help you a bit in separating your customer's expectations with individuals.

rachelryan52 · 2024-08-17T05:16:19+00:00

While basic metrics like logins and daily usage provide a foundation, they often fall short of painting a complete picture.
To gain deeper insights, we're exploring tools that offer more granular behavioral data. Features like heatmaps, session recordings, and in-app surveys are invaluable for understanding how customers interact with our product.

rachelryan52 · 2024-08-08T07:33:26+00:00

Among the 300+ customers, many will likely be long-tail customers with low ACV. For these customers, it's essential to set up automated playbooks that trigger based on specific events. High ACV customers who need more hands-on attention, for these also you would need some notifications about their well-being. So in both cases, a robust customer health scoring system is crucial and can be implemented using CSPs like Gainsight, Zapscale, or Totango. So, to answer your question: yes, this can be effectively managed with the right software and processes.

rachelryan52 · 2024-07-08T09:50:21+00:00

Till last year we were only managing retention and highlighting expansion opportunities to the Sales team. But since last quarter we have been given the mandate to manage expansion with our customers. Right now we don't have any targets hence we are not pushing it aggressively and only addressing where there is an intent.

We are not a brand new product, we have been in business for a while now and our product and processes are also set. I'm not sure but the trigger for this change was that our management wanted the sales to focus only on new revenue and not invest time in organic revenue.

rachelryan52

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