Are SaaS CX Peer Groups a thing?
I originally posted this thread in r/SaaS, but I think it’s fitting for here too: I’ve been in the SaaS space for 2.5 years and haven’t been able to find anything that resembles what you’d find in the MSP space with a Peer Group. Is anyone here part of a customer service/customer experience-focused peer group for SaaS companies? If not, is there enough interest here to start something? For those unfamiliar, here are the main points of a peer group:
You get paired with a group of 6-10 similar, but non-competitive companies (example: I work for a SaaS company in the Risk Management industry, so I wouldn’t get paired up with any SaaS companies in the same, or adjacent industry). We would meet remotely 8-12 times/year (every 4-6 weeks) for 90 minutes max We would discuss our challenges and successes and share what’s worked/what hasn’t worked on our teams The people in the group would have similar job titles (Support or CX Supervisor, Manager, Team Lead, Director, etc…) so we’re all talking on the same operational level
The difference between a peer group and a reddit post are the peer group meet in real-time with a structured meeting environment. If you’d be interested in something like this, please show your interested in the comments by posting:
Your Job Title Your Industry How many people are on your team
That info will let me know if you’d be a good fit for the number of people already interested. We want to:
Keep similar job titles together so we’re talking on the same operational level; Avoid competitive companies being in the same peer group pod,; Keep similar sized teams grouped together (because what works for a team of 2 doesn’t necessarily scale to a team of 200)
If there’s enough interested I will get this set up. If anyone has concerns with the approach, I’d love to hear them – maybe there’s a reason these kinds of groups don’t exist in the SaaS space. If you’ve been part of a peer group before and want to offer any advice, I’m happy to hear that as well.
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