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Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Three things that you can do to begin building an Enterprise Customer Success motion: * Talk with decision makers who have bought your product. Learn everything from them about what was promised during the sales process, what implementation was like, how they will be reporting results fro......Read More
438 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
This question asks about balancing metrics focused on retention and expansion as if they're on opposite sides of a seesaw. They aren't. The path to expansion travels squarely through the metrics you would measure for retention. In other words, you have to earn the right to retain business before ......Read More
432 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
The only standard metrics or KPIs I can provide to you for tracking success with enterprise clients are meta metrics and meta KPIs: how do you measure the value of your product? All metrics and KPIs should focus on how a customer will know the ROI in your solution is worth it. Tracking activity m......Read More
447 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • April 11
Given the cost-cutting and economic headwinds facing so many companies right now, many roles are collapsing into single roles - and there is a definite trend to have CS leaders hold responsibility for outcomes AND revenue (renewals, expansion). And it is a touch chicken or the egg: is it better t......Read More
428 Views