The document discusses aligning a product team and customer success team by establishing common metrics that both teams can work towards. It suggests focusing on a few key metrics that are understandable, easy to regularly measure, and drive desired outcomes like retention. Specifically, it recommends adopting leading indicators for retention, such as usage frequency and time spent per active user. Having common metrics that both teams can see will help align their goals. The document also notes that collecting a variety of usage data and customer health metrics can provide additional insights.

1. Walking
hand
in
hand
with
your
product
team
to
drive
customer
success

2. Jamey
Jeff
▸ Chief
Customer
Officer
at
TrackMaven
▸ Competitive
Intelligence
for
Digital
Marketers
▸ Washington,
DC
▸ NEA,
Bowery
Capital

3. ▸ VP
of
Product
at
TrackMaven
Derek
Snyder

4. Customer
Success
+
Product:
First,
a
Metaphor

6. How
do
we
create
this
cohesion?

9. ?

10. ▸ Daily
active
users
▸ New
feature
utilization
(not
looking
back)
▸ New
logo
win
/
loss
reporting
▸ “Actionable”
usage
▸ Time
spent
/
active
user
▸ NPS
▸ CSAT
▸ CSM
Sentiment
Where
we
started…
Key
stats Health
measures

11. Trailing
indicators

12. Are
there
one
or
two
metrics
we
can
align
the
company
around?

13. ▸ Understandable
▸ Easy
to
regularly
measure
▸ Aligns
Product
&
Customer
Success
▸ Drives
the
desired
outcomes

14. Cohort
License
Utilization
Active
Days
Total
Activities
Active
Users
Time /
Active
User
Churned
Last 90
Days
Renewed
Last 90
Days
Top
Customers

15. Cohort
License
Utilization
Active
Days
Total
Activities
Active
Users
Time /
Active
User
Churned
Last 90
Days
Renewed
Last 90
Days
~2.5 x Churned Customer Values
Top
Customers ~3 x to 7 x Churned Customer Values

16. Cohort
License
Utilization
Active
Days
Total
Activities
Active
Users
Time /
Active
User
Churned
Last 90
Days
Renewed
Last 90
Days
~2.5 x Churned Customer Values
Top
Customers ~3 x to 7 x Churned Customer Values

17. Leading
indicators

19. ▸ Understandable
▸ Easy
to
regularly
measure
▸ Aligns
Product
&
Customer
Success
▸ Drives
the
desired
outcomes

20. Understandable
✔“Plain
English”
definitions
1
Takeaways:
For
the
Company

21. Easy
to
regularly
measure
✔Lists
and
reports
built
in
Totango.
✔Export
into
company
dashboards
that
include
goals
2
Takeaways:
For
the
Company

22. Aligns
Product
+
Customer
Success
the
Whole
Company
✔One
set
of
common
metrics
✔Visible:
all
hands,
weekly
exec,
product,
customer
success
team
meetings
3
Takeaways:
For
the
Company

23. Drive
the
desired
outcomes
✔Leading
indicators
for
retention
4
Takeaways:
For
the
Company

24. • “Actionable”
usage
• Time
spent
/
active
user
• NPS
• CSAT
• CSM
Sentiment
One
more
thing…
Health
Measures
• Usage
frequency
Health
Measures

25. • “Actionable”
usage
• Time
spent
/
active
user
• NPS
• CSAT
• CSM
Sentiment
One
more
thing…
Health
Measures
• Usage
frequency
Health
Measures
X

26. Takeaways:
For
Customer
Success
1. Health
measurement
– keep
it
simple!
2. Health
measurement
– keep
it
real-­‐time!
3. Analyze
and
report
on
all
the
other
data
points

27. Questions?