Metrics & Analytics

Archives for March 2021

Zoom Recording: Salesforce for CS
Markus Siebeneick walks us through how he uses Quip templates (now rebranded as Salesforce Anywhere) with his CS team and how it also provides value for Sales, Account Management, and even Professional Services.
What does a healthy community look like?
Hi everyone, Thanks so much for your responses so far, this community is super useful. The community I am managing is in its' early stages, and so measuring engagement is key. I wonder if anyone knows of any benchmark stats of a closed community (paid membership)? E.g what is a healthy engagement time for new users within…
Fellow Intercom-ers (?) I need your input
Hi all - Who here uses Intercom as their engagement tool? I'm in the process of building an automated onboarding series within Intercom for new users which will include product tours, abandonment messaging, key milestones, upsell campaigns, and more useful triggers along the way. For background, I work at an early-stage…
Positioning and messaging on Voice of the Customer programs to drive high response rates
G'day All! New member and first poster here. I'm driving my organisation's VOC program. We've started with a Phase 1 Net Promoter System to gain a baseline NPS Score and feedback. This worked quite well (Hubspot into Salesforce, segmented data and a Close-Loop process). I am developing Phase 2 now with a different platform…
CSAT Strategy
Does anyone have a defined CSAT Strategy that you are willing to share? I am interested in hearing you have approached CSAT and your strategy for capturing CSAT in a way that tracks the ongoing CSAT for different interactions across all teams in the organization (i.e. pre-sales, onboarding, implementation, customer…
Research or metrics to validate CSM incentive amounts per review, referral, or testimonial
Our team is looking to support customer advocacy programs throughout this year. Since CSM's have the benefit of working directly with clients, building relationships, fostering trust, and working to help clients overcome their business objectives, they have the unique opportunity to help drive customer advocacy and…

Upcoming Events

June 22 Leadership Office Hours
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…
July 6 Leadership Office Hours
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…
July 20 Leadership Office Hours
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…
August 3 Leadership Office Hours
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…
August 17 Leadership Office Hours
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…

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