Part 3 of 3: Impact of Pivot on Customer Success (Metrics and Dashboards)


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Many businesses had to pivot due to the ongoing pandemic and the changes due to COVID19. This video series takes a deeper dive into how this helped transform the Customer Success function in particular but also for other customer facing roles, such as, Customer Support, Sales etc. within an organization. In this part, Shankar ( who is a 20 year Customer Success veteran, talks about the high level considerations and ways to navigate the changes needed to keep existing customers happy and to onboard new customers during the pivot and post pivot.

Metrics can be divided into three main categories.
1) Activity based metrics – such as number of open tickets closed, number of training sessions conducted etc. And these are useful when you plot trend lines. Since a pivot is an inflection point of sorts, the trend lines will not be very useful.
2) Financial/Business related – such as Customer Retention Cost, Net Dollar Retention, MRR etc. – Since during the pivot the chances are the business teams are still coming up with the right pricing models etc, using this type of metrics during a pivot are most risky and I would say unfair to the CSMs.
3) Customer Sentiment metrics – mostly done by Surveys and some good example of these are NPS, CSAT etc. – This is the set that I firmly believe are the most useful during a pivot. They are specific and not vague like Customer Health scores etc. And managers can use to poll customers and also keep an eye on the performance of the team. Context of a positive or a negative review is very important. Since many times the performance of the CSM and performance of the product can be confused as one by a customer. Separating the two is crucial.

#customersuccess #customersupport #customerexperience #saas #customersentiment

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