Hi Great use case and way to expand on the benefit of the tool. I really like that idea. We have a really technical product which is generally very different depending on what applications it is plugged into. I could see using a Conversational Intelligence tool for grabbing quick 1-3 minute...
Hi Laurie - here is a Performance-based metric scheme that could be useful to you. Very specific to driving right behavior around a bonus payout (monthly or quarterly). This is early stage CSM org where you need to "protect this house" and get renewals in order. The next phase would be to...
Great stuff, Margaret. I believe your intentions of relationship building will transfer to the SaaS world, since buyers and users everywhere are - in the end - people . There are specific needs/goals for SaaS that I'm still learning too (we were recently acquired and are more heavily SaaS...
Hi all, I'm Margaret! It's nice to meet everyone and I'm really excited to be here! First off, I have to share that I am extremely blown away by the community and amazing resources to be found in the Customer Success world, which to me speaks volumes to the characteristics of CSMs --...
One nice use case from CS past experience (with Gong). Throughout each week, CSMs would tag some 'golden moments' from customer calls (usually a <30 second snippet> that captures a great insight, exchange, value or experience. We'd then play a couple in a regular section each weekly team...
Hii!! Sorry to jump late into this discussion and thanks so much for the tag!! Yes, in fact, because I love data I also I'm a huge fan of Gong, follow closely their articles and I had already bumped into this one here !! It is actually pretty interesting article, that makes complete sense to me!...
Great question, @Laurie Barlev , and your concern about 'malicious compliance' is a good one. Some thoughts: First, kudos on measuring a factor that leads to a result. Ongoing contact is indeed essential to building relationships, so your approach is spot on. And you definitely must 'inspect...
Hi @Laurie , I'm so glad to see your post/question! It's not a "given" that CSMs should be responsible for strengthen account/customer relationships, nor are intermediate "process-metrics" as you describe well-adopted. That said, I'm not sure you just want meetings as your intermediate outcome...
Hi everyone! I work for RealAtom, a SaaS technology company that helps facilitate commercial real estate transactions. I joined GGR hoping to meet industry professionals and to learn from people who have "been there, done that" in regard to customer success. Looking forward to connecting! :) --...
My team's goals revolve around retention and advocacy. I know what the team is being measured on, however, I am looking for individual CSM metrics that roll up to the team metrics and that drive behavior that we need to have. In other words, I know that to develop a relationship, my CSMs have to...