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Re: We are in the process of evaluating a new Customer Success Tool.
Martina - a lot of the customer success teams we work with use a range of tools to automate their work. We see Gainsight, Totango, StrikeDeck, and ChurnZero the most often amongst purpose-built tools…7 -
Re: Where does Customer Success "live" within your organization and why?
Agree with John that CS org alignment varies by company depending on what the intent and focus of the team (onboarding vs. retention vs. up-sell/cross-sell vs. csat, etc.). That said, many of our SW …6 -
Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?
We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see …2