Measuring Account Managers

Rich Rans
Rich Rans Member, Success Network Members Posts: 29
10 Comments Second Anniversary 5 Insightfuls 5 Likes
edited April 12 in Customer Success Leadership Community

Pretty straight forward in how to measure Account Manager's results (expansion revenue as measured by $ or NRR).

My question is, what are you using as earlier indicators? For CSMs, in addition to measuring results by GRR/NRR, I've measured by any number of early indicators and behaviors - such as product adoption, NPS, business reviews executed....

If you have an Account Management team focused on expansion revenue, what early indicators or behaviors are you measuring.

Richard Rans
https://www.linkedin.com/in/richrans/
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Comments

  • Jeffrey Kushmerek
    Jeffrey Kushmerek Member Posts: 93
    Third Anniversary 10 Comments Photogenic 5 Insightfuls

    Rich- I don't use early indicators for measurement, but do use them for managing.

    • Product adoption
    • NPS/CSAT
    • biz reviews
    • Adherence to playbooks
    • Renewals/upselling

    Don't get into call numbers like sales..

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