Search

1 to 10 of 520
Sort by

Discussion Reply
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...


Discussion Reply
RE: Customer Success Detractors

1. Prioritization is my biggest detractor 2. Early stage SaaS is the reference. 2 or 3 CSMs. Well defined process is lacking, and attention management is challenging. you have good people, with good biz sense - you can get good process in place but the first action is to ensure that your 3...





Event
GGR: CS Leadership Office Hours (APAC)

Event Information ​ Looking for a community of customer success peers? Come join us to learn, share and network. ​ Over 60 minutes, we’ll make sure we answer two key questions: ​ Can we help you meet someone new? ​ Can we give you one actionable takeaway to implement at your...

 07-01-2021 | 18:00 - 19:00 ET


Event
GGR: CS Leadership Office Hours (APAC)

Looking for a community of customer success peers? Come join us to learn, share and network. ​ Over 60 minutes, we’ll make sure we answer two key questions: ​ Can we help you meet someone new? ​ Can we give you one actionable takeaway to implement at your company? ...

 05-06-2021 | 18:00 - 19:00 ET


Discussion Reply
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...


Discussion Reply
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...