We're excited to share that BestPracticer is now Practica! We're still offering the same domain-specific coaching and leveling platform. If you had an account on BestPracticer, you can sign in with the same credentials. Read more here
This is the internal process document GitLab uses to manage their Customer Onboarding process. It covers: • Onboarding Steps • Time to Value Metrics • Managing Onboarding Delays • How to Use Their CS Platform, Gainsight
Derek provides the step to answer the question, "How many CSMs do we need to deliver the service-level we want without overspending?" Step 1: Figure out the Capacity of a CSM Step 2: Decide on your desired service-level Step 3. Deliver without Overspending Iteration: the Service Level or your Price point Testing and improving your Model
This guide to capacity planning has 3 steps: 1. Set the stage: what will capacity planning be used for? 2. Build out a typical week's work for each individual 3. Summarize how time is being spent 4. Agree on next steps
Gibson describes how helpful the raw comments in an NPS survey can be, and how he used them to take one of his talks from a score of 29, to 46, and then to 69.
