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What are your top 3-5 Customer Success Impact Drivers that a CSM should focus their time on regardless of the product or segment.

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3 Answers
Customer Success KPIs
  1. Aishwarya Dwivedi
    Aishwarya Dwivedi

    Adobe Director Customer Strategy & Success • 7mo

    Three C's - Customer Outcomes , Customer Experience and Curiosity. Customer Outcomes : CSMs must first deeply understand how the product capabilities address  customer problems and delivers measurable value. This requires connecting product features to real world outcomes and ensuring customers clearly see that impact. Communicating value realised back to the customer on a regular basis is equally important where CSM's turn insights into tangible proof of success that reinforces partnership and ...Read More

    1,217 Views
  2. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1y

    Based on my experience as a Customer Success Executive Leader, the following are key areas I focus on to ensure our team drives meaningful impact for our customers. 1. Customer Outcomes and Value Realization Ensure customers achieve their desired outcomes and realize value from your product. Establish clear milestones and regularly track progress. (Customer Success Plan) =>Create a collaborative Customer Success Plan. Conduct regular business reviews, set and measure against success metrics, ...Read More

    1,043 Views
  3. Cormac Kelly
    Cormac Kelly

    SurveyMonkey VP of Customer Success | Formerly Microsoft • 8mo

    The number one metric has to be customer time. That could be business reviews, cadence calls, webinars etc , but an instance where you can speak to the customer, ideally ask them questions , meet with multiple contacts and learn about how they are using (or not) the product. You'll also learn so much about how you or your team speak to customers, prep, structure and run calls as well as what piques customer interest or not. Its critical you speak to them . You'll also spot risk and opportunity, ...Read More

    884 Views

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