Evaluating CSM performance!

User: "Sanjayan Arulsakaran"
Updated by Heather Wendt
Hey All, 

I am familiar with NRR and MRR For the bottom-line measurement of CSM performance, what other metrics are/can be taken into consideration? Specifically, I am thinking about the value that's not captured by the metrics above ... 
  • A customer contact refers new logos
  • A customer contact is a key reference for a New logo deal (% of your portfolio that is reference-able is measured, but not the impact of that reference)
  • A customer contact joins a new company and reaches out to you the CSM about procuring your solution. 
  • You (the CSM) outbound based on where your customer contact or personal contact is now employed [Follow your contacts on LinkedIn :) ]
Could there be an ARRI / NRRI (Annual/Net Recurring Revenue Influenced or Impacted)? 

Or are these value items outside of their performance as a CSM and should be measured separately?

Find more posts tagged with