GGR Blog - Measuring What Matters: A Guide to Discussing and Measuring Customer Goals

Heather Wendt

Are you measuring the right things?

Julie Fox, Senior Manager of CS at FloQast takes a look at how to help customers achieve their outcomes.

From getting started through strategic conversations to help you identify the tangible goals your customers have to increasing the customer experience through cross-collaboration within your organization, Julie gives very practical tips that you can begin incorporating immediately.

She even shares some templates that she uses to make the information capture clear and easier to incorporate.

Read the blog

What ways are you making sure that 1) you understand each customer's needs and goals and 2) what are you doing with this information?

Kevin Reinhardt

There are some good recommendations in here, but one thing I wish I had seen is handover from Sales. All we are doing is delivering on a value proposition used to sell the service they have bought. So where is sales in all of this? What was the business case the champion took for board approval to get sign off? Surely it is this which writes the success plan.

Heather Wendt

@Kevin Reinhardt great call out! Yes, without a great handoff and getting that understanding of the goals of the customer discussed during the sales process, you are either asking repeat questions or missing some necessary information.

Guessing this blog was focused on methods after the handoff and likely made an assumption that a process exists to start the planning (don't want to speak for Julie, but I know in other conversations around this topic it came up).

Thanks for adding that foundational piece to the conversation!

Julie Fox

Thanks @Kevin Reinhardt - Awesome point!

This absolutely begins with both marketing and sales - it should all be cohesive and all should not only be speaking the same language but the information gathered during the sales process should be utilized in CS so the customer feels heard and doesn't feel like they are "starting over" post-sales.

I know I mentioned that ideally we have those notes... but truly, this should be a focus of its own. BUT if a company doesn't have those notes... that doesn't mean CS cannot engage in conversations with their customers.