This is going to sound like a ripoff of the 4 Disciplines of Execution
because...well, it is. First off, don't have too many OKRs! Pursuing too many
goals at once robs...Read More
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Senior Director, Customer Success at HubSpot • February 20
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Senior Director, Customer Success at HubSpot • February 21
It's important for Customer Success and Sales to share incentives around
customer growth. Too often folks think about customer retention and customer
growth as two mut...Read More
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Senior Director, Customer Success at HubSpot • February 21
I've found two KPIs to be difficult to commit to: Customer Health. If you have a
robust algorithm to measure customer health (influenced by a number of inputs ),
it ca...Read More
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Senior Director, Customer Success at HubSpot • February 20
Customer NPS. At a high level, of course NPS is important to your company! And
companies with high NPS tend to have higher renewal rates. That said, at an
individual c...Read More
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Senior Director, Customer Success at HubSpot • February 20
In a perfect world, the CSM team is responsible for feature adoption on a
per-customer basis, and the feature you measure the team on directly relates to
the customer-...Read More
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Senior Director, Customer Success at HubSpot • February 21
Not all customer success activities should be treated alike. There are some very
high-value customer engagement activities that should be completed with your
accounts....Read More
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Senior Director, Customer Success at HubSpot • February 20
The good news is that if you're entering a new market with a new product, you
(hopefully) have the ability to move quickly and be agile! Avoid the temptation
to wait u...Read More
Credentials & Highlights
Senior Director, Customer Success at HubSpot
Customer Success AMA Contributor
Top 10 Customer Success Contributor
Knows About Account Expansion, Customer Success KPIs, Customer Success / Product
Alignment, Custo...more