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Customer Success
Archives for July 2020
Discussion List
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What metrics (e.g. KPIs) does your customer success team get measured on?How do you track these metrics? Are these metrics tied to CSM compensation? -
What are the key components of a customer success program?Customer success is very different from customer support. The former is focused on understanding your customer's business and how you contribute to their success. The latter is more about your own pr… -
Who are some of the most customer-centric B2B companies?I would love to get impressions, opinions, and thoughts on who the most customer-centric B2B companies are. We are launching a CX Initiative ourselves, and we'd love to chat with other companies abo… -
Renewals Process (do you sign an agreement or just send an invoice)I am really curious about how many companies have a defined renewal process where a customer has to sign an agreement to continue their services. Basically, if they don't sign, an invoice never gets … -
What are the "vital behaviors" of a CSM?Does your company have a prescriptive approach to Customer Success? I'm curious to know if your org has defined a road map of key activities for CSMs to complete on a weekly, monthly, quarterly, or a…Answered ✓ KelseyHunsinger 72 views 3 comments 1 point Most recent by KelseyHunsinger Customer Success -
How are you monetizing customer success?Customer success is a key function in the subscription economy. One can argue it is the key function. It is also getting more and more recognition in all B2B business models. Successful customer succ…