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Jordan Silverman

MarketMan

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RE: Onboarding Survey

Posted By Jordan Silverman Mar 5, 2021 10:12 AM
Found In Egroup: Customer Success Leadership Community \ view thread
We use an application called Satismeter . ​This allows us to push in app surveys versus email surveys so we can capture customer feeling while using our platform. Our onboarding survey automatically goes out 30 days after the account was created to specific user types. Question 1: Overall how was your ...

RE: Research or metrics to validate CSM incentive amounts per review, referral, or testimonial

Posted By Jordan Silverman Mar 3, 2021 11:57 AM
Found In Egroup: Customer Success Leadership Community \ view thread
exactly! We actually started lower since we have lower acquisition costs elsewhere. After 1 or 2 quarters we had close % for this channel, once we had close % and realized this channel had a much higher win rate we were able to increase the $ incentive. One other cool thing we implemented is whichever ...

RE: Research or metrics to validate CSM incentive amounts per review, referral, or testimonial

Posted By Jordan Silverman Mar 3, 2021 10:49 AM
Found In Egroup: Customer Success Leadership Community \ view thread
this is a great question. I was playing around and thinking about this a lot at the end of Q4 when planning Q1 KPIs. We decided on two things: 1) Case studies/testimonials - Instead of a $ incentive we actually attached this to OKRs for specific CSMs - Objective - better understand our customers - One ...

RE: How to Interview for a Customer Success / Experience Leader? (Executive level)

Posted By Jordan Silverman Feb 25, 2021 7:23 AM
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Sounds like you have a great plan in place. I would add two suggestions. 1) Ask candidates to put together a 30-60-90 plan - This will not only show how they think about their role but also test their communication skills 2) Ask existing CS team members for scenarios to test - Then make these scenarios ...

RE: Should Customer Onboarding & Implementation be done by Professional Services

Posted By Jordan Silverman Feb 24, 2021 11:41 AM
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This is something my startup is currently talking about as well. The question my CEO posed to me - if we are going to double our customer base, how do we do this without doubling the number of CSMs? What worked when we had 50 customers, no longer works when you have 500, and definitely breaks now that ...

RE: Testing Project Management Skills During Interviews

Posted By Jordan Silverman Feb 23, 2021 7:29 AM
Found In Egroup: Customer Success Leadership Community \ view thread
we do something similar at my company during the hiring process. Between the last round and references we give some "homework". What we decided is that the "homework" should closely reflect what the new hire will be needing to learn/do on a daily basis. I would take a step back and put together a list ...

RE: CSM and Configuration/Implementation Specialist Communication during the On-Boarding process...

Posted By Jordan Silverman Feb 22, 2021 7:45 AM
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I agree with what wrote here. The CSM is responsible for making sure the client goes from blank account to successful and happy. For onboarding and training that means way less x's and o's and way more project management. As Scott said - during initial stages a CSM should look at their responsibility ...

RE: Incentivizing clients to attend training sessions

Posted By Jordan Silverman Feb 19, 2021 4:01 PM
Found In Egroup: Customer Success Leadership Community \ view thread
and I 100% agree with you making it easier to onboard clients through the product is the most important. I am more looking at this as a short term work around/hack. We all know that getting product and dev to build and improve takes time. We have a very precise onboarding plan/steps. We go through it ...

RE: Incentivizing clients to attend training sessions

Posted By Jordan Silverman Feb 19, 2021 3:53 PM
Found In Egroup: Customer Success Leadership Community \ view thread
lots of spot on comments here. We are training end users at restaurants. So chefs, GMs, bar managers, etc. In the mid-market and enterprise we really do not face this issue. It mostly happens at the SMB level where as you said ​end user schedules can get crazy. What LMS system did you implement? --- ...

Incentivizing clients to attend training sessions

Posted By Jordan Silverman Feb 19, 2021 10:45 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Our company mostly works with SMB customers (monthly agreements not annual). We are running into an issue where: - Sales closes a deal - We have the kickoff with the client and schedule client into first training - Client ghosts/no shows Ideally we would like each client to have a kickoff with their ...

RE: Customer Success Platforms and Integrating Live Chat Support

Posted By Jordan Silverman Feb 18, 2021 7:51 AM
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One interesting side note to add in. Make sure the integrations do both tickets and chat. Totango for example only integrates Zendesk tickets not Zendesk chat. ------------------------------ Jordan Silverman Vice President of Customer Success MarketMan 9148445775 ------------------------------

RE: SaaS KPIs and Metrics

Posted By Jordan Silverman Feb 8, 2021 2:42 PM
Found In Egroup: Customer Success Leadership Community \ view thread
will you reshare? That link does not seem to be working.​ ------------------------------ Jordan Silverman Vice President of Customer Success MarketMan 9148445775 ------------------------------

RE: SaaS KPIs and Metrics

Posted By Jordan Silverman Feb 5, 2021 11:46 AM
Found In Egroup: Customer Success Leadership Community \ view thread
no picking at all! My original question was what should the key KPIs be and what am I missing - so this is great insight! Can you give an example of how you would build a proportion chart and the steps to analyze this?​ ------------------------------ Jordan Silverman Vice President of Customer Success ...

RE: SaaS KPIs and Metrics

Posted By Jordan Silverman Feb 4, 2021 12:26 PM
Found In Egroup: Customer Success Leadership Community \ view thread
I think you bring up an important point that what you are analyzing in the Cohort will be based on your business model. For us - 90% of contracts are monthly so we want to look at it starting in month 1. For you with annual you would probably start analyzing at month 12. So totally agree where you start ...

RE: SaaS KPIs and Metrics

Posted By Jordan Silverman Feb 4, 2021 10:48 AM
Found In Egroup: Customer Success Leadership Community \ view thread
good question! Cohort analysis is a way to see a segment of customers behavior over time. We use it to see churn and upsells in certain months. So from this kind of chart we can see: 1) Is a group of clients that signed up performing worse 2) Is there a certain month into the subscription we start to ...

RE: SaaS KPIs and Metrics

Posted By Jordan Silverman Feb 4, 2021 8:11 AM
Found In Egroup: Customer Success Leadership Community \ view thread
So weird! any idea what happened here? It was live yesterday but now when you click it does not exist?​ ------------------------------ Jordan Silverman Vice President of Customer Success MarketMan 9148445775 ------------------------------

SaaS KPIs and Metrics

Posted By Jordan Silverman Feb 3, 2021 2:55 PM
Found In Egroup: Customer Success Leadership Community \ view thread
@Alex Farmer wrote a good article here on the most important metrics to track. https://www.gaingrowretain.com/blogs/alex-farmer1/2021/01/12/top-five-metrics-to-track-on-your-customer-success​​ I am currently working on revamping my CS revenue metrics and KPIs. For sure missing a lot on the list, but ...

RE: How do you calculate Cost to Retain/Cost to Support for your Customers?

Posted By Jordan Silverman Feb 3, 2021 2:49 PM
Found In Egroup: Customer Success Leadership Community \ view thread
resurfacing this old discussion since I am currently working on this. What I have been trying to do is figure out cost to service per customer. My thought process was: - Add up all OTE for employees per segment (SMB vs mid-market vs Enterprise) - Add up cost per month of tools for employees in that segment ...

RE: Setting up new Customer Success Department

Posted By Jordan Silverman Jan 27, 2021 1:11 PM
Found In Egroup: Customer Success Leadership Community \ view thread
First off - this is always a challenge if your leadership team is not bought in or you are inheriting a reactive department. When I joined my current startup about 4.5 years ago I sold management by talking about two things: 1) Net Churn 2) Referrals Net Churn: We are all familiar with the concept of ...

RE: No Relationship With Product

Posted By Jordan Silverman Jan 26, 2021 10:08 AM
Found In Egroup: Customer Success Leadership Community \ view thread
I think hit the majority of main points. One thing I would add is just connect on a personal level. My last two roles have been with US companies with EMEA product teams. I learned early on to slow down in communication with them and not just jump to work. For example, don't just slack a question but ...