KelseyHunsinger · Customer Success Program Manager · | Scholar ✭✭

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  • Thanks @Andrej Bievetski for the response! To your question - "Any thoughts or available research, exploratory activities: whether CES be an appropriate measure or indicator for "time to value" for B2B Customers" - that would be worth exploring. I'm interested as well what other touchpoints outside of support are being…
    in Customer Effort Score - Are you measuring it? If so, how and when? Comment by KelseyHunsinger September 2020
  • This is a great thread! I see that best practice is to use CES in relation to a transaction survey (which we are currently doing on the Support side). I'm curious if anyone is using this for Customer Success as part of the transactions within a customer journey (e.g., onboarding processes, etc.). The goal is to use this in…
    in Customer Effort Score - Are you measuring it? If so, how and when? Comment by KelseyHunsinger August 2020
  • @Steven Forth Thank you for this! I realized that I wrote "activities" but what I'm actually interested in is more the behaviors of a successful CS team and whether those can be prescriptive, at least to a degree. The list of behaviors you provided is helpful - agreed with both you and @David Perrault that activities…
    in What are the "vital behaviors" of a CSM? Comment by KelseyHunsinger July 2020
  • Hi all, I'm Kelsey and I'm excited to be part of this community! I work with Customer Success - enabling teams to engage with customers is my jam. Looking forward to engaging with YOU!
    in Community Introductions Comment by KelseyHunsinger May 2020
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