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Returning churned customers
How to account for previously churned customers that return in the current time period?
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QBR Script and template
Dear GGR Community, I`m looking for your input regarding QBRs. What`s your script for those meetings? Which questions do you ask? What are your goals? How do you approach upsell/cross-sell? Is anyone willing to share a QBR presentation you use? Thanks.
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From ARR to NRR
We recently changed the KRA for the CSMs from ARR to NRR. What trainings & changes should we be looking at to prepare the team and get them ready to deliver results? I also want to get an idea of how many organizations are tracking NRR as target for CSMs.
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NDR Rate Goal Setting
What is your NDR rate goal for your team and why? Are you taking into consideration the macroeconomic environment in 2023 when goal-setting? In your opinion, what would you set as your NDR rate goal for a green CS team with less than 2 years of renewal history?
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Digital CS cost for very low value customers
I was asked yesterday how to extract value, and ensure profitability, from a high number of very low value customers. The scenario is that there are 10,000 customers, with that number growing fast, paying on average a one-time £2,000 fee and a few hundred per year for additional services. There is currently no CS function…
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NPS Set Up
Hey All - I'm fascinated by this community of brilliant people. With that said, I'm starting with a close to 2 year old start up and they're beginning to invest in cx/customer success. Because they have a bunch of existing accounts and my question was/is how are you monitoring the health of these relationships? That's…
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ROI on Community?
It's hard to define a specific ROI for community? How have you answered it?
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How to measure customer outcomes
Hi! I've been so fortunate to get a leader that wants less KPIs that measure the things we care about, and more KPIs that the customer cares about. But making internal metrics is a piece of cake compared to measuring . Nobody knows better if they've achieved a desired outcome better than the customer themselves. But how…
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Customer segmentation - process and tools
Hi everyone I'm new here so forgive me if something similar to this lives somewhere. I looked but I couldn't find anything, promise! I'm looking for tips and advice on the best way to go about customer segmentation. We've got information everywhere: * CRM systems * CSMs own customer spreadsheets * CSMs own brains I'd like…
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Has anyone cracked the code on CS ROI?
Hi! Has anyone cracked the code on identifying ROI for their CS teams? I've read (and now experienced!) that it's notoriously difficult to quantify, but my exec team is asking me to give it a shot. Ideally, I'd show our ROI before and after using a CS platform. Any resources, ideas, or templates are welcome!
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Total CS Spend as a % of Company Revenue?
Hello all, As we have been progressing through our 2023 planning efforts, one of the questions that was asked was "What percentage of our company revenues should be our corporate spend for Customer Success and Support?" I realize that every company is at different levels of CS and corporate maturity, revenues, serving…
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Measurements around Proactive Behavior
I am solidifying my team's goals for Q4 and one of our key objectives is ensuring we are being proactive with accounts and bringing valuable insights, materials & discussion to every interaction. What types of measurements have you put around this or do you suggest putting in place? I want to ensure it's a clear,…
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Establishing a Capacity Model for CS
I am trying to establish a capacity model where I will be able to see when my reps have reached capacity and are in danger of going beyond that threshold. My data sources are intercom, booked calls & inbound phone calls - my blocker is the calculation. Should I calculate annually/quarterly and Monthly to get base per? or…
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NPS Survey - Should it have more than one question?
Hey ya'll, I would love to hear your opinion on NPS survey. If one adds more questions to the survey besides 'would you recommend us to someone else?' does that still considered to be an NPS rating? Do you think adding more questions will affect the response rate? How would you suggest getting more data out of low-rating…
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Support health score
Hello all! I lead success, support and services - all important post imp pillars of our business. I have noticed our health scores are not fullly capturing "support health" of our clients. For example, a customer has high usage, engagement, etc. but 50% of the engagement is on support tickets. Anyone have any thoughts on a…
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Average Time to Resolution of Defects in SaaS
Hi all, While I realize this is a Support and Development oriented type of topic, I'm trying to identify SLAs/SLOs for Average Resolution Time of defects in SaaS products. I'm concerned that our company's SLOs are not aggressive enough and that this at times is negatively impacting the customer experience. I realize a lot…
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QBR/EBR Questions
Right now we have a partnership slide that's goal is to address the partnership both on a macro and micro level. What are your go-to 'What" and "How" questions in a QBR/EBR? What area of the presentation do you reserve to ask these questions? How many do you ask? In my mind, I'm looking specifically for more information on…
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Time to Value
Hey everyone! Finally able to get back into the site. For some reason, I couldn't log in. I'm looking for some perspectives and/or data points on time to the first value. Of course, the clock starts ticking as soon as the prospect becomes a customer, and time to first value is going to vary based on your solution but has…
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Customer Success at a non-SaaS B2C Fintech startup: Where to start?
Hi all, So I recently joined SadaPay, an emerging Fintech Startup and one of the fastest growing companies in Pakistan. Previously, I was working in the CS Department for a US based organization, a subscription-based model. I have worked as a Customer Experience Associate for around 8 here and I've now been promoted to the…
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How deep could dive a csm in his business operation?
Csms good morning! I was thinking in waste of time or lose of focus due to tries for accelerate a solution to client. Should I dig? I know the beautiful answer could be yes, but exist some csms are very good being the middle point, very articulated person and fast in decisions, this performance have already said everything…
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Creating CSM Metrics for Bonus Plans for 1st Time - Need Some Advice
Hi: I work at a programmatic managed service agency where we run programmatic campaigns for clients. The CS team is responsible for campaign launch (have signed paperwork, tags, pixels, etc), project manage the build of custom audiences and creatives, work with any 3rd party partners (brand studies, CRM uploads, etc), and…
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Customer Advocacy metrics
Hi GGR community! What are some of your go-to metrics for measuring success with your Customer Advocacy efforts/program? How are you showing the value / influence to your internal stakeholders? Thanks!
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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…
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CSAT for measuring CSM effectiveness
Team, this topic was recently brought up - aligning CSAT to CSM. It's very new topic at my company but the thought of it gives me concern. The concern is we're a free service. Our coverage model is 1:25ish accounts. My gut instinct tells me surveying and then tying those results (CSAT) to a CSM is a very bad idea. I've…
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Time and Value Metrics
Hello all! My team and I are working on finding good metrics that measure Time & Value for our clients, starting general and gradually getting more specific as it applies to our services. For context, our dashboard offers tools that vary in necessity/importance depending on the job role. I know this is not a one size fits…
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Identifying key metrics for onboaring
How do you identify key metrics for onboarding? How do you manage how these metrics are influenced by other functions like product, support etc.
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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.
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ARR calculation
Hello Everyone! Very excited to begin my first discussion thread here. :) I do understand ARR generally is MRR X 12. But what happens when customer contract is shorter and is less than 12 months, say just 10 or 11 months. In that case, is ARR still MRR x 12 OR it is MRR x contract duration? Look forward to thoughts and…
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Contract Lengths
Hi All, At the moment, we offer 12/24 or 36-month contracts for clients, and the renewal is onto another 12/24/36 month contract. The renewal process I feel works well, call or email (depending on account value/size/risk status) 90 days out from renewal with the details and confirmation that if they don't give 60 days…
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Hours spent per customer
I was wondering if anyone has every created a metric for hours per account a CSM can dedicated based on working out whether an account is high value, medium value or low value?