I'm curious to hear how other organizations name their client segments - either for internal or external purposes. I want to accurately describe the segments, but I also want to ensure that each segment name conveys the importance and value of that segment to our organization. Examples might include: key accounts, expand…
Hi, Curious if anyone knows of any benchmarking data which would identify what % of current customers purchase an additional product in a given year? For example; if the average company has 100 customers, what percentage of that cohort buys an additional product within the year? Thanks! Ryan
Hi everyone Our support team currently uses KPI's that are pretty standard for support teams. Namely:* 1st response time * 2nd+ response times * CSAT score from customers We also monitor the number of tickets each agent does, although it's not a KPI we measure the performance on. We are a very technical company and…
Does anyone have an element of your health score that measures the value to your own company -- either financially or non-financially? I currently measure Bugs, Adoption, Usage, Support, Engagement, Financials, & CSM sentiment. I want to add an element where I can score a customer's value back to my company -- looking at…
I just had a great conversation about CS playbooks and wanted to share some thoughts with my GGR network. First off, in my opinion, there is a difference between a manual and a playbook. A manual is the 200+ page book that most companies have yet nobody reads. A playbook is a compilation of processes outlined in concise,…
Hey Team, I'd really like to understand best practices followed in designing the Sales to CS Handoffs/Transition process. What are the key aspects to Document? Do sales reps fill out a form and pass it on to the CS or what has worked? I'm trying to solve for a proper handover where the CSM has complete context on the…
Hi, On a monthly basis, I do a full read-out on Customer Success to our company's leadership team…including our CEO. Lately, I feel my sessions have become more of a status update. I am trying to turn it into a more actionable meeting, as well as demonstrating the impact that CS is having on the business. I currently cover…
When Thursday, June 22 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, July 6 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, July 20 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, August 3 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…
When Thursday, August 17 11:00am - 12:00pm EST Who Customer Success Leaders who are building and scaling at B2B SaaS companies What * learn from each other in breakout room discussions * talk about Doing More with Less * sign up for specific dates or the whole series Expand your network and leave with one new idea to…