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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

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...


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RE: Metrics for individual CSMs

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...




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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

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...


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RE: Measuring "talk vs. listen" time

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!...


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RE: Metrics for individual CSMs

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...


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RE: Metrics for individual CSMs

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...



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Metrics for individual CSMs

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...