Customer Success for Non-SaaS (or On-Prem) Customers
Helloooo GGR! (to be read in the same voice/way Robin Williams said, "Gooooood Morning Vietnam!" - but I digress)
Is there anyone currently leading (or has prior experience) a CS function at a non-SaaS company - especially one where there are multiple product lines and standard contracts are multi-year?
If so, I have some questions, such as:
*What revenue metric(s), if any, are you tied to? In my experience from what I have heard from folks in that space, is that no one cares much about retention since contract end dates are years away.
*Based on that, how do you get people to care?
*What or team structure have you used or found that works when there are multiple products/product lines? CSMs cannot be SME's on everything, but I'd also think you don't want to over burden the account with a million contacts.
*What other leading metrics do you use when product usage isn't a thing? For example, you manufacture and sell/rent MRI machines.
Some of these questions I believe I know the answer(s) to and/or have an opinion, but looking to hear from those in the trenches.
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