Metrics & Analytics

Archives for August 2021

Adoption Data; reducing churn, driving growth
I am writing an article on the importance of capturing and analysing adoption data in the B2B space. It's the leading indicator of customer health. Knowing: * if customers are using the products they are paying for * how much they are using those products (and functions/ features) * how easy they find it to use those…
Evaluating CSM performance!
Hey All, I am familiar with NRR and MRR For the bottom-line measurement of CSM performance, what other metrics are/can be taken into consideration? Specifically, I am thinking about the value that's not captured by the metrics above ... * A customer contact refers new logos * A customer contact is a key reference for a New…
How often should NPS Survey's be sent out?
Hi, My team is reviewing options to update the implementation of our NPS program. The aim will be to keep up to date on the current sentiment of the customer. If they are a promoter we want to better understand why they enjoy working with us, and if they are passive or detractor we plan on adding a follow-up question to…
Where do you draw the line between automation & interaction?
Hey guys! Our company is aiming to go international and is focusing on how to improve our product and processes to have more no-touch sales. How does Customer Success fit into SAAS no touch? Where do you draw the line between automation and interaction? There's a lot of discussion on here about creating Success Plans with…
Identifying cross-sell opps
HI there, fairly new to this forum. I'm really interested to hear how companies target their CSMs to identify cross-sell opportunities, if at all. Is there a target on the number of leads that they pass across? Or is it based on the quality? If it's the latter, what do you class as a quality lead/opp? And what…
Help! Which metrics should I use?
Hi, all, I know this community will have the answers for me. Here some background: my company is moving from PLG and single user licenses towards customer growth and selling to Enterprise. We have just signed a hand full of Enterprise customers who are going through onboarding right now. I am tasked with defining the…
Churn Tracking Document
Does anyone have a simple churn tracking document that they like to use, specifically for a SaaS business? Thanks in advance!

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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…
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July 20 Leadership Office Hours
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August 3 Leadership Office Hours
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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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