Conversations focused on creating and showing the value of CS
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…
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…
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…
How do you identify key metrics for onboarding? How do you manage how these metrics are influenced by other functions like product, support etc.
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.
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…
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…
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?
What are people’s thoughts on benchmarking? Have some initial takeaways!
Posted this a couple months ago & now that we’ve all gone through QBRs, curious to hear if there are any tips missing here?
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