Hook VP Customer Growth • 1y
Personally I'm always a fan of holding CSMs accountable to a retention $ or % target, so that's always up there for me. I do also think that having an expansion component becomes more compelling for Enterprise CSMs as it is common to spend a lot of time working closely to help your customer achieve their business goals, which can naturally lead to an upsell. From there, I'd think of 2 other things:1) Relationship/customer journey based KPIs: I expect every Enterprise customer to get shown the va ...Read More
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