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 enco…
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 deli…
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 inter…
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 …
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 m…
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 S…
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 th…
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 …
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 d…