The most recent content from our members.
Greetings, As a delivery issue management platform, we've recently transitioned from a pay-for-success model to a subscription-based model. In my new role as a Customer Success Manager (CSM), I'm encountering challenges in defining success metrics for our customers beyond just cost savings. While cost savings are…
Hello Community, Do any of you have experience building out Customer Success where your model is 90% Channel vs 10% Direct? I'm interested in building out a Playbook for Partners to follow as the delivery of the CSM function. Also, I'm thinking about how Partners would be compensated for the success of their customers. I…
We all know NRR and GRR, NPS and CSAT. We also know adoption metrics. If you were to remove all of those as options and needed a different metric to show the impact of CS both with customers and internally to executives, what suggestions might you have? I was asked this question today and I came up with a few below ideas.…
Hi everyone, Over the last year I've calculated NRR by taking our ARR from last year (December's revenue x 12) and comparing that to each month of this year. This December will give us 2023's overall NRR. However, my finance team is challenging that. They are taking each month's revenue and comparing it to that month's…
This week, @Mike Sasaki joins @Jay Nathan to continue the conversation about scaled CS. In this episode, Mike shares his experience with great examples and practicial tips that have helped him scale multiple programs. Moving from a focus of growth to growing profitably Not about More with Less - focus on doing things…
Hi everyone, At my organization, we're exploring how best to show the value (tangible and intangible) that our CSMs bring to the business. Like most SaaS companies it's easier to show how teams like Sales or Renewals are fairing as it's cold hard dollars arriving, but it's more challenging to show CSM functions success. We…
How are you bechmarking Sales and Renewals in your team?
Why don't we see more about Salesforce as a CSP from: 1. SFDC, themselves or 2. the CS market and community? I'd love to hear your experiences, takes, and input. Disclaimer: I don't have a horse in this race, I am simply interested in the consensus. Thanks, Jeff Jeff Heckler Director of Customer Success Solutions…
I am looking for recommendations for software's that track SaaS metrics? I am wanting something that calculates metrics such as CLV, CAC, Customer Churn, NRR, GRR & more. Any suggestions of platforms you have used & liked would be appreciated.
Hi all, I am starting a CS division in my company. We are not a SAAS company but rather an MSP. Does anybody work in this field? What metrics do you use to measure success? What has been the biggest difference between CS at an MSP and CS at a SAAS firm? Thanks
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