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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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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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Getting feedback from client-CEOs
Hi all, new to this forum but a long time fan! I'm curious how other CS leaders have developed feedback loops or mechanisms to understand "CEO satisfaction" (metrics, cadence, process, etc). Having 1:1 meetings are great, but it's difficult to quantify and bring back to the team. Anybody have any ideas?
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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!