[Operator Excellence Series] Measuring relationships in B2B SaaS w/ Ziv Peled

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[Deleted User]
[Deleted User] Posts: 260 Expert
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edited July 2020 in CS Technology

Hey there, we wanted to start a thread to make sure and share the video and corresponding slides to Ziv's presentation from Wednesday. 

This was a great session around Measuring Relationships in B2B SaaS - Ziv has gone above and beyond what we've seen in the market when it comes to this topic and value his execution. 

In the comments below, I'll be adding in questions and hope to get @Ziv Peled to come in and answer them almost in an AMA style thread. 







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  • [Deleted User]
    [Deleted User] Posts: 260 Expert
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    edited July 2020
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  • Anita Toth
    Anita Toth Member Posts: 246 Expert
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    edited July 2020
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    That was a great session @Jeff Breunsbach. Really enjoyed it.

  • [Deleted User]
    [Deleted User] Posts: 260 Expert
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    edited July 2020
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    Question from @Remco de Vries :

    How do you define a Significant Relationship Ziv?

  • [Deleted User]
    [Deleted User] Posts: 260 Expert
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    edited July 2020
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    @Brian Hartley was curious how your CSMs operate when a change in key stakeholder occurs.  Do you treat a brand new POC as if they just onboarded?

  • [Deleted User]
    [Deleted User] Posts: 260 Expert
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    edited July 2020
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    @Rob Schmeltzer wanted to know...

    Do you/How do you incorporate into health scoring?  How do you merge this relationship info with sales so have 1 view of customer?

  • [Deleted User]
    [Deleted User] Posts: 260 Expert
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    edited July 2020
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    @Ori Lotan How do you weight everything in aggregate for multiple relationships? Is one 5 of a senior person more significant than 3 5’s from mid to junior individuals?

  • [Deleted User]
    [Deleted User] Posts: 260 Expert
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    edited July 2020
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    @Sam Smith do you ever audit your relationships or have CSMs verify in some way? any issue with CSMs stating they have stronger relationships than they really do?

  • Ziv Peled
    Ziv Peled Member Posts: 9 Contributor
    edited July 2020
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    In enterprise accounts you usually work with 10-30 people but there are 2-5 main people (champion, decision makers and executive)), there are the significant relationship, the ones you must invest in the most 

  • Will Pagden
    Will Pagden Member Posts: 99 Expert
    edited July 2020
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    Was an amazing session and I have already booked out time to re-watch it and digest some of the points further. Great ideas to be learnt from. Thanks @Ziv Peled for doing and @Jeff Breunsbach for arranging!

  • Ziv Peled
    Ziv Peled Member Posts: 9 Contributor
    edited July 2020
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    Absolutely yes, it’s a great opportunity for a new onboarding.

    it’s also a risk when the new champion worked with your competitors before

  • Ziv Peled
    Ziv Peled Member Posts: 9 Contributor
    edited July 2020
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    I’m not an health score believer. we have red flags which are mainly manually created in addition to insights relevant to our product / industry 

    the relationship object is Available under the account for any department.

  • Ziv Peled
    Ziv Peled Member Posts: 9 Contributor
    edited July 2020
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    Work in progress 

  • Ziv Peled
    Ziv Peled Member Posts: 9 Contributor
    edited July 2020
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    We are in the first stage, we are researching how to validate relationships and more 

  • Mahesh Motiramani
    Mahesh Motiramani Member Posts: 21 Thought Leader
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    edited July 2020
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    Indeed, this was a fantastic, high relevant and useful session. Thank you, @Ziv Peled for sharing your knowledge and experience with all of us. 

  • Sami Kahn Niazi
    Sami Kahn Niazi Member Posts: 2 Navigator
    edited July 2020
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    Very informative and a great session.

  • Rob Schmeltzer
    Rob Schmeltzer Member Posts: 4 Seeker
    edited July 2020
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    Thanks for the response, @Ziv Peled. I really like the approach you are taking with relationship measurement.  I've put some type of metric around this at my last 2 companies but didn't take it nearly as far as you have.  More to add color and context to customer health.  Curious if you don't have some type of health score, are there other leading indicators you track or report on, or are you relying entirely on relationship measurement to demonstrate customer success. Are you correlating it with churn?  

  • Ziv Peled
    Ziv Peled Member Posts: 9 Contributor
    edited July 2020
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    We have a process to open and handle red flags, we have a lot of indications from our data and from external data.

    Relationships is also producing insights and indications.

    It's working very well.

  • Sam Smith
    Sam Smith Member Posts: 1 Navigator
    edited July 2020
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    Thanks for following up @Ziv Peled. Really enjoyed the webinar last week!

  • Rachel Priest
    Rachel Priest Member Posts: 6 Contributor
    edited July 2020
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    Great session all!  Special thanks to @Ziv Peled  for putting together his thoughts and strategies for us all. There was a lot to take away and implement for me personally.  Mazel Tov! 

  • Sidd
    Sidd Member Posts: 32 Expert
    edited July 2020
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    Great session @Ziv Peled , boom ? thanks for organising this @Jeff Breunsbach ??

  • Darko Kankaras
    Darko Kankaras Member Posts: 17 Thought Leader
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    edited July 2020
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    Very helpful! Thanks for sharing, @Jeff Breunsbach!