CSAT for measuring CSM effectiveness

chris.mclean

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 been working with metrics for last 15 years- on the leadership side (accountable for the outcomes) and IC side of a paid engagement where the customer was sent a survey. All that makes sense. Is the customer getting value for what they're paying for. Here..in this CSM space, we're free. So, it's "best effort". To me, CSAT/NPS measurements should be tied to paid services (support, TAM, etc..) not CSM. But, I'm open to being wrong ;).

Harsh Shah

Hi Chris,

Thanks for sharing this concern!

As per my experience, CSAT is not a leading metric to measure the CSM's effectiveness. Instead, you can use CSAT to trigger some actions that directly affect your North star metric or leading metrics that help you to measure actual productivity.

This would help your CSMs to focus more on success than satisfaction.

I hope this would be helpful to decide the next course of action.