What are some interesting metrics/analysis you look at to present to your customer?
There are a lot of generic metrics out there that most CS teams may or may not share, I am curious what are some of the more interesting takes you have shared in the past? For me, a few stand out * Daily Active Users divided by Daily Case Count. I wanted to start tracking the ratio to see if things trended up or down over…
Tracking Feature Request and Overall Client Feedback
As the only Client Success person in the company, I'm having a hard time figuring out the best way to present feature requests and overall feedback that I hear from my customers. Right now, our company uses Hubspot as our CRM platform so I use the "Tickets" tool to track issues that our client reports. I'm not the biggest…
High Touch vs Low Touch with differing contract vehicles
Hey everyone, I recently became VP of CS for a company that has most of our clients on monthly contracts, yet are moving to annual. We have roughly 1000 on monthly. The average lifetime is 6 years. We are seeing better retention, utilization, and references from our annual clients and would love to continue on this path.…
Has anyone implemented 'Amazon-inspired' written narratives for their internal or customer meetings?
Curious to hear about your experience from making this transition OR from anyone who tried this approach and decided that it wasn't a fit for their organization. I'm also considering this approach for specific inflection points in the customer journey such as kickoff meetings and EBR's. Our ability to expeditiously gain…
How does your organization present QBRs / ABRs to SMB "Tech Touch" customers?
To clarify, this would be for low volume, low spend, low touch customers that still need love and attention. A few follow up questions: * How does automation play a factor in scaling QBRs / ABRs for SMB "tech touch" customers? * Are there overlaps between an enterprise customer QBRs and a SMB QBRs that make sense? * Given…
After a merger: how to combine CS teams
Hi CS team, So I worked for Periscope Data and then we merged/got acquired by another company. The Periscope team has been working fairly autonomously since the merger (May '19) and we are just beginning merging our CS teams. Does anyone have advice/experience on this? What to be aware of, what to tackle first etc. We are…
If you need to change minds about NPS...
During Office Hours the other day, several folks noted issues using NPS. Here's a study from the Service Alliance at Cambridge University that may help you build your case. The bottom line is that intention isn't same thing as behavior, and you need more than a single attitudinal measure to predict outcomes. Although the…
How do you measure the performance of the CSM function? What metrics do you add as you mature?
We've gotten a number of questions that relate to this from CEOs and Board Members. Help us round out an answer that takes into account multiple perspectives.
How is segmentation affecting the way that you get feedback from your customers?
We had an excellent side-conversation going on in the chat during office hours today that I'd like to get everyone's opinion on. How is segmentation affecting the way that you get feedback from your customers? Are you surveying your market segments differently? Is there a tailored approach for engaging different…
Has anyone used AWS QuickSight?
Curious if any of you have used or interacted with this tool?