Customer Success Team

1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
I'd structure my thoughts tailored to the company's goals, customer needs, and product/service offerings, distinguish between leading and lagging indicators, establish the median metric numbers, and improvise as we go from time to time. 1. Understand Company Goals: I will start by understandin......Read More
423 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
Customer success KPIs for a self-serve product may differ from those for a more traditional, high-touch product. This is more of a 1:Many methodology driven based on these strategies. Here's how they typically change: 1. Customer Onboarding and Activation: With a self-serve product, the focus ......Read More
440 Views
2 Answers
Georgia Glanville Harrison
Georgia Glanville Harrison
Braze VP Customer Success, EMEAJanuary 26
Unlike a lot of Customer Success departments, we’ve chosen to align our team to customer KPIs rather than commercial/upsell targets. As such, we have less overlap in goals between CS and Sales. Of course, we’re both targeting Gross Renewal Rate and ensuring we maintain the customer base, but we d......Read More
5889 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts. For instance: * NPS Over CSAT: While CSAT often leans towards support, NPS serves as a robust starting point, eventually evolving into a Customer Effort ......Read More
450 Views
2 Answers
Stephen O'Keefe
Stephen O'Keefe
HubSpot Senior Director, Customer SuccessFebruary 21
I've found two KPIs to be difficult to commit to: 1. Customer Health. If you have a robust algorithm to measure customer health (influenced by a number of inputs ), it can be hard commit to a certain outcome. To frame this another way, I've often observed customer health scores as b......Read More
14225 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
Absolutely, piloting the customer success function in an organization is a unique and exciting opportunity for growth and learning. Understanding the company's goals and objectives, defining clear objectives and KPIs, evaluating segmentation and existing processes, and fostering cross-functional ......Read More
452 Views
1 Answer
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 4
The importance of KPIs might vary from organization to organization and between the respective goals or objectives. It makes more sense to have continued or enhanced metrics than just focusing on the initial level of evaluating a particular KPI. Usage / Number of Logins - It helps us delve into ......Read More
432 Views
What KPIs should I own and not own as the first customer success hire?
I'm working at a start-up, and a first customer success hire.
4 Answers
Georgia Glanville Harrison
Georgia Glanville Harrison
Braze VP Customer Success, EMEAJanuary 26
Technical Support response targets! We’ve all been there, and being the first Success Hire is super exciting. You get to wear many hats, get involved all the way through the customer lifecycle and be scrappy to get customers what they need. For us at the beginning, that meant taking on a lot of T......Read More
6396 Views
1 Answer
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
Here are some strategies that I use to inspire and motivate my Customer Success team: Set Clear and Achievable Goals: It is important to set clear, specific, and achievable goals for your team. At Sitecore we use the Objectives - Key Results (OKRs) approach. These OKRs align with the company's ......Read More
1284 Views
1 Answer
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
Here are some of the ways that we use to foster collaboration and communication between customer success, sales, marketing, and other departments within the organization.   Conduct Regular Sessions with Internal Stakeholders: Customer Success Leaders schedule routine cross-functional sessions ......Read More
627 Views