Conversations focused on creating and showing the value of CS
I'm curious if anyone uses metrics to measure the value of a CSM from the customer's perspective. All metrics and data that I have seen point to the benefit of the vendor/employer of the CSM (e.g. retention, expansion, adoption, use cases). But in a paid-for CSM model, what metrics do you use to show value and ROI from the…
Good afternoon, I am having some challenges engaging with client members who work more traditional blue-color jobs (no email, shift work, not interested etc). When we have good emails available for the population, we are extremely successful. However, when this digital component is missing we have to get more creative. We…
Hey CS community, Our platform is very flexible and can be implemented in 1000s of ways. Due to the flexibility of the platform we find ourselves having multiple champions and decision makers. I'd be interested learning how you are handling Large Enterprise Customers who have multiple champions and decisions makers
My team's goals revolve around retention and advocacy. I know what the team is being measured on, however, I am looking for individual CSM metrics that roll up to the team metrics and that drive behavior that we need to have. In other words, I know that to develop a relationship, my CSMs have to be having calls with their…
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…
@Alex Farmer wrote a good article here on the most important metrics to track. https://www.gaingrowretain.com/blogs/alex-farmer1/2021/01/12/top-five-metrics-to-track-on-your-customer-success I am currently working on revamping my CS revenue metrics and KPIs. For sure missing a lot on the list, but the list is specifically…
Hi all, Does anyone use a tool or a template for mapping out triggers? I'm about to map out ours on a Google Sheet – and thinking there must be a better way?! Thanks, Kev
Hi everyone, I'm a big fan of using case studies in interviews for CSMs - helps showcase ability to present, work under pressure, etc. Usually I'll ask them to present what outcomes our business could help a hypothetical customer achieve and include a more technical demo as well. I've got a few templates I've used in the…
Hi there! I currently don't have the right CRM platform and looking to see what others are using to track Customer Success. We're using Monday.com to add accounts and notes but you can't do much reporting from it. I have experience using Salesforce and I love it. Our sales team is currently using Hubspot but I'm not sure…
Hello community! Can anyone share any resources or experience on best metrics to track the health of a SaaS company that has low ARPU and is 100% self service? (Eg. Users sign up on their own, like Mailchimp etc, not enterprise deals). Also would love to know what "industry averages" are for each metric, for example,…
It looks like you're new here. Sign in or register to get started.