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How to measure your success as a Customer Success Manager

As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.

In this webinar, we’ve partnered with Sparkcentral to discuss:

- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals

Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.

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How to measure your success as a Customer Success Manager

  1. 1. How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess How to measure your success as a Customer Success Manager Julia Burnett Customer Success Manager Krysta Gahagen Senior Customer Success Manager
  2. 2. How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess Housekeeping! Get your tweet on and join the conversation #CSMSuccess @GetAmity @Sparkcentral We’ll send the recording Q&A at the end - ask them in the questions box! (If we run out of time, tweet or email us!)
  3. 3. How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess How to measure your success as a Customer Success Manager Julia Burnett Customer Success Manager Krysta Gahagen Senior Customer Success Manager
  4. 4. The Sparkcentral Customer Engagement Platform enables you to exceed customer service expectations across any channel. Contextual interactions Optimized workflow Proactive engagement Channel agnostic engagement
  5. 5. Getting Started / Reevaluating KPI’s Ah- ha!!!
  6. 6. Where to start?
  7. 7. Top Down Approach Company
  8. 8. Top Down Approach Company Success Team
  9. 9. Top Down Approach Company Success Team Support CSM AM
  10. 10. Are there elements of community management, account management, or general support to be included in the Customer Success Manager's KPIs?
  11. 11. Customer Success Department Breakdown Account Management Customer Support Customer Success Revenue Account Maturation Renewal Product Usage
  12. 12. Should you use CSAT to help measure your goals?
  13. 13. CSAT Metrics
  14. 14. CSAT Metrics Begin with an onboarding survey
  15. 15. CSAT Metrics Begin with an onboarding survey Develop a regular cadence of surveying
  16. 16. CSAT Metrics Begin with an onboarding survey Develop a regular cadence of surveying Survey software users as well as stakeholders
  17. 17. CSAT Metrics Begin with an onboarding survey Develop a regular cadence of surveying Survey software users as well as stakeholders Track trends throughout the life of the customer
  18. 18. How does product usage play a part in customer happiness, and ultimately your goals as a CSM?
  19. 19. Usage ● Increase adoption of key features
  20. 20. Usage ● Increase adoption of key features ● Track usage trends and predict churn
  21. 21. Usage ● Increase adoption of key features ● Track usage trends and predict churn ● Increase renewals and expansions
  22. 22. Usage ● Increase adoption of key features ● Track usage trends and predict churn ● Increase renewals and expansions ● Provide invaluable insights to Product and Engineering
  23. 23. How are your goals and your customer’s goals related?
  24. 24. Customer goals are not (always) CSM goals Company Goals Company Goals CustomerGoals CustomerGoals Customer goals: ● Quickly respond to customers ● Optimize agent productivity ● Showcase team’s efforts ● Scale customer care efforts
  25. 25. Customer goals are not (always) CSM goals Company Goals Company Goals CustomerGoals CustomerGoals Customer goals: ● Quickly respond to customers ● Optimize agent productivity ● Showcase team’s efforts ● Scale customer care efforts CSM goals: ● Adoption ● Usage ● CSAT ● Growth
  26. 26. How do we hold CSMs accountable for nurturing their accounts and ongoing training?
  27. 27. Source: Totango 2016 Customer Success Salary Survey & State of the Profession Report Customer Success Teams Using a Customer Success Platform 2015: 25% of CSM teams 2016: 36% of CSM teams
  28. 28. Should we create metrics around customer advocacy -- their willingness to refer new businesses and/or participate in marketing efforts?
  29. 29. Example of Quarterly Customer Success Manager Goals Continuous Goals: 70% Training & Onboarding CSAT Onboarding Score of X Complete customer cycles on time Adoption: X-X% - # of seats/ # of actual users Usage: operational metrics, use of key functionality Quarterly Customer-Facing Objectives: 15% X strategic customer visits/ quarter X Quarterly Business Reviews Quarterly Growth Goals: 10% Number of case studies Number of beta launches Nurture Community (Customer Advisory Board, webinars, other forums) Personal Growth: 5% Learn a new skill
  30. 30. How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess Q&A #CSMSuccess
  31. 31. How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess Thank you to our presenters! Julia Burnett Customer Success Manager Krysta Gahagen Senior Customer Success Manager
  32. 32. How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess Join our upcoming webinar on August 10 at 7am & 1pm ET: 10 Best Practices For Calculating Your Customer Health Scores
  33. 33. How to measure your success as a Customer Success Manager @GetAmity #CSMSuccess Thank you for being here! #CSMSuccess

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