Metrics & Analytics

Archives for April 2021

Switching price model: from subscription to consumption
Hi! Our pricing model has consisted of 95% license based subscription cost and 5% consumption cost. We're now switching it up from a 95/5 ratio to a ~40/60 ratio... That's a huge benefit for the customer, as they don't pay as much up front, but rather after they've used the product, but the challenge is that we can't…
Metrics for individual CSMs
My team's goals revolve around retention and advocacy. I know what the team is being measured on, however, I am looking for individual CSM metrics that roll up to the team metrics and that drive behavior that we need to have. In other words, I know that to develop a relationship, my CSMs have to be having calls with their…
Measuring "talk vs. listen" time
Greetings, all. Wondering if anyone has tracked average CSM talk vs. listen time on customer calls. Basically the % of the call each one is talking. Here's why I'm asking: I was interested to see a Gong.io study of 1M sales (not CS!) calls that found: * Top sales performers have a 46% to 54% talk-to-listen ratio, meaning…
Segmentation: How do you approach your customers?
Two questions that came out of CS Leadership Office Hours last week: 1. Do you tell your customers what segment they are in? 2. Would it be right to allow customers to "self select" their given segment and engagement model?

Upcoming Events

Gain Grow Retain Live - Boston
GGR Live: Boston | Scaled Customer Success | June 7 Effective Strategies to Reduce Cost via Scaled Customer Success In a time where “doing more with less” is top of mind for leaders, come together with your peers to discuss effective strategies and best practices to scale and meet your organizational goals without…
June 8 Leadership Office Hours
When Thursday, June 8 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…
Gain Grow Retain Live - New York
THE VAULT: Secrets of CS Leaders "Doing the right things" Its a cliche as old as time — “doing more with less” — we'd rather think about it as "doing the right things". Every business is different and every customer success leader has different challenges - but do we really? Join us in THE VAULT for an evening where…
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…

Metrics & Analytics

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