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Success metrics hard to pin down
Hi everyone! My team and I have been struggling with this and I'd love some insight from the group: Our customer "success metrics" are difficult to pin down and make SMART because they either aren't tracked or "can't be tracked." Let me give you some background: We work with mid market orgs across all industries, our main…
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CS Account Complexity and Decision Matrix for LOE
Hello, At a the CS Office Hours on August 6, we were discussing how to qualify the complexity of accounts and subsequently assign resources appropriately. I mentioned a simple tool I built in excel to provide a baseline solution and promised to share. The tool is a weighted decision matrix (WDM); it is a powerful…
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Best Practices when building a One-To-Many Model
Hi everyone, As our company and customer base continues to grow, we are finding that our traditional 1-1 engagement model is leaving some customers behind. We are looking to implement a one-to-many model for a segment of SMB customers that would consist of alternating technical and thought leadership webinars every other…
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Tiers
Happy Monday! For those of you who are on the B2B with a focus on Enterprise. have you looked into breaking your customer base into Tiers in order to optimize coverage, service levels, growth etc.? Any best practices you could suggest? Thanks!
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Customer Success KPIs and Metrics for non-SaaS Business
Hello All, I'm looking for some advice from this awesome audience :) The software company I work for, Zerto, offers both a subscription and a perpetual license option to customers. The vast majority of customers purchase perpetual licenses, leaving a very small segment of customers that have purchased a subscription.…
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eCPX
Does anyone know what the eCPX metric mean? It's more of an ad-tech metric but wanted to ask anyway. Thanks!
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Renewal Calculation with early renewals
I have a question about looking at churn and renewal data for a relatively unique purchasing model. We sell a product that is both tied to an annual contract, but is also consumable. Our customers are purchasing not per "seat", but per assessment. A client will purchase a quantity of assessments that get used. The contract…
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How do you approach CS territory planning?
We've hit August and that's always been the kick-off to planning season for me. I'm starting to think about team structure, customer tiers, and territory assignments. I'd love to hear what others are doing in terms of the following: Customer Segmentation: How many tiers? How do you determine tiers? Territory Assignments:…
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How do you present "Learnings and Future Recommendations" at the end of the contract period?
Typically, I create a slide for "Learnings and Future Recommendations" in a wrap-up report I present to the client at the end of the contract. How do you handle this? Do you also include this in a similar way in a presentation? Examples are very welcomed as I am working to improve this process within our company.