Stephen O'Keefe

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

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

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

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

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

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

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