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How do you set realistic goals for customer success teams, and how often do you revisit and adjust these goals?

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3 Answers
Customer Success Leadership
  1. Agatha Hood
    Agatha Hood

    Unity Vice President Operations & Customer Success • 10mo

    Numbers based metrics like NRR, TTR, and CSAT take a while to impact in a mostly SAAS business so changing goals too often causes unnecessary thrash. We have defined and detailed goals by team for a variety of KPIs - from revenue to customer health to efficiency and we update these once per year, with some goals being more important than others. With the exception of NRR, it’s less about the absolute goal and more about the trend over time and investigating any downturns or surprises to adjust o ...Read More

    1,048 Views
  2. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

    Setting realistic goals for customer success teams and regularly reviewing and adjusting these goals is essential to ensure alignment with company objectives and adapt to changing market conditions. Here's how we approach goal setting and the frequency of review and adjustment: Goal Alignment: Our customer success goals are derived directly from the overarching company goals and objectives. We ensure that the objectives of the Customer Success team are closely aligned with the higher-level OKRs ...Read More

    1,041 Views
  3. Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    For revenue based goals such as NRR/GRR - I set these annually and revisit them annually. The way I figure out what’s realistic is by always having an annual data-driven forecast and then working with finance on what feels like a realistic stretch above and beyond that, that also meets the company targets. For more activity based goals - firstly I want to know that the activity/KPI drives the outcomes I want (either based on data or seeing the success first hand). Usually I’d set these annually ...Read More

    435 Views

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