CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Health Metrics.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

MAY 22, 2022

On the other hand, in order to create a profitable Customer Success Framework, one must keep in mind the scope of retaining your existing customer base. It is critical that you not only acquire new customers but also retain them, otherwise you can’t succeed. . Renewals and/or Expansion .

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

Totango

OCTOBER 22, 2019

Ensure that all client notes are passed from the sales team so your CS team thoroughly understands the customer’s goals. Drive customer advocacy by providing a simple, effective onboarding process. Proactively manage customer communications. Paying close attention to any customer feedback. . Best practices: .

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

SmartKarrot

JANUARY 8, 2021

Execute on objectives and grow their footprint within customer ecosystems by expanding revenue in accounts through cross-sell/upsell. Build a passionate, high-performing, customer-focused team focused on proactively driving success, adoption, usage, and retention. Drive adoption metrics throughout the customer journey.

Customer advocacy 10

Customer advocacy Upselling Metrics Education 10

SmartKarrot

JANUARY 29, 2021

Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met. Establish a relationship with key ecosystem partners and build joint upsell opportunities. Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects.

Customer advocacy 10

Customer advocacy Education Upselling Customer centricity 10

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Jay Nathan , Founder & Managing Partner, Customer Imperative .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

NOVEMBER 6, 2020

Enable customer success throughout Lionbridge by partnering closely with the Sales, Marketing, and Product teams to develop strategies that align with our customers’ key objectives. Always driving customer satisfaction, retention, and advocacy. Define and supervise the operational metrics for the team, company, and board.

Upselling 8

Upselling Customer advocacy Customer centricity Accountability 8