Conversations focused on creating and showing the value of CS
Hi all, I am starting a CS division in my company. We are not a SAAS company but rather an MSP. Does anybody work in this field? What metrics do you use to measure success? What has been the biggest difference between CS at an MSP and CS at a SAAS firm? Thanks
I lead a digital success team and a new part of our focus is 'activation campaigns, where we're working to ensure our customers are activating all the features of their purchase, which in turn should create new opportunities for cross sell. We ran one campaign that produced some significant pipeline influence using a crude…
Hello, GGR! I am looking to make our VoC program more substantial and official. We use NPS and CSAT today and capture product feedback in ProductBoard, so some of this is operationalized. I would like to take this a step further. If you were moving your VoC out of it's early stages into something scalable, what are the key…
Anyone have examples of how you measure product value of something whose primary feature is risk mitigation. For example, if you've had insurance for 5 years, but don't have any claims, how is your vendor supposed to prove and report on the value you have received. They are essentially re-selling every renewal. Our product…
Hello everyone, I am working on building a CS team (it has been a year now). I have begun creating all the data base and the KPI's. Now I want to register somehow all the feedback I get from meetings and calls. I was wondering if you have a method to do this or you just update the client profile in your CRM. I am thinking…
Does anyone have recommendations on a software that tracks expense management, accounting & revenue tracking all in one?
How to account for previously churned customers that return in the current time period?
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.
While many customer success teams track metrics such as churn rate and customer satisfaction, measuring the impact of customer success on the overall business is important to me. How can I tie my CS efforts to revenue and growth metrics, and demonstrate the ROI of customer success initiatives? I am looking for a more…
I was listening to a recent GGR podcast with Greg Daines - 10 Customer Churn Benchmarks for Saas Leaders - and I was intrigued by the concept, "Measurable results is one of the largest factors in longer retention." In the podcast, Greg went on to say that companies that measure results for their customer have better…
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