-
CSAT/NPS in comp plans
Curious is to how others measure CSAT and NPS scores into comp plans. How to you approach the following challeges: 1. No response from customers ( mark it as a negative response?) 2. Customers who have 1 strong respondor only vs. customers with multi reponses - scews the result. Are there any criteria you put into place…
-
What are your KPI's for "tickets per agent", and "cta per csm"?
Hi everyone. We are a medium-sized company (±270 employees) and growing rapidly. We are trying to get a measure of the right figures of a few metrics in our larger CS team. We have a support team and a CSM team. Our support team handles incoming technical tickets which consist of their main work capacity. We also use…
-
What the heck do I do with all this feedback? (CHURN PART 3)
“What the heck do I do all this feedback?” That’s what one of my clients asked me after he ran a series of customer interviews. He had a LOT of data. It’s quite amazing how much data can be collected from a 30-minute conversation. It can also feel daunting trying to make sense of it all. It’s one of the reasons that…
-
Fluidity of a Health Score
Hey all, we're having a discussion internally around a health score we're looking to build out and I'd love to hear peoples thoughts. Once you've created a health score, do you gain or lose value by having that as a fixed scoring & weighting or as the product changes, and the actions you want to encourage from customers…
-
Start-ups: Creating Your Customer Journey
It's no question that creating a quality customer journey is critical for any business. But the businesses that implement it quicker will be better off in the long run, in my opinion. When start-ups are constructing a customer journey, here are 3 questions I recommend asking: * If I could put 100 of my niche customers in…
-
Customer Taxonomy
Hello team, I'm interested to hear how others are classifying/sub-classifying their customers in order to uncover meaningful insights regarding segmentation, engagement best practices, and to inform ICP. As our business has grown in complexity the 'uniqueness' of our customer set has diversified. What began as a single…
-
Re-Structuring Around Health Score
Hey Everyone, With the introduction of a health score for the first time, we're being asked now how we're going to "re-structure" our limited CSM team based on now having the score. I'm curious what different methodologies others might have used after introducing a health score to their teams for the first time. Did anyone…
-
How to increase survey response rates (CHURN PART 1)
I'm trying something new to help GGR members with questions around using customer feedback to reduce churn. This blog is PART 1 of a 5-PART churn reduction series Over the 5-PART series, I'll be posting different aspects of using customer feedback to reduce churn. You’ll learn: ? how to increase survey response rates ? the…
-
Framework for Customer Segmentation Survey
Hello everyone, My name is Judy and have been lurking here for a bit. It's been almost a month since we formed a Customer Success Operations team in our company and I am thrilled to discover this great community. It has been an eye-opener to read through the posts and I've gleaned valuable information. I'm writing to find…
-
Increasing survey response rates
I gave this response in another thread and thought it might be helpful to people. ----------------------------------------------------------------------------------------------------------------------- * The biggest thing is to structure your survey correctly so your response rates are high right from the start. Regardless…
-
Customer Success in Education Market
Customer Success in the education market is unique. Buying cycles are short and usage is lumpy or not at all during the Summer. What ways have you increased adoption and retention in this market?
-
CSM Interview Case Study
Hi everyone, I'm a big fan of using case studies in interviews for CSMs - helps showcase ability to present, work under pressure, etc. Usually I'll ask them to present what outcomes our business could help a hypothetical customer achieve and include a more technical demo as well. I've got a few templates I've used in the…
-
Change Management: Customers Losing Their CSM
We are raising the threshold at which we assign a CSM to an account. For example, we used to assign a CSM to all accounts >1MRR. As of 2021, CSMs will only be assigned to accounts >10MRR. We will not grandfather in accounts or have a transition. We will allow CSMs to retain select strategic accounts based on qualitative…