CSM Practice - The Customer Success Podcast

Proving the Value of Customer Success: An ROI Approach

Dec 29, 2023
Guest
Rebecca Nerad
Join Rebecca Nerad, VP of Customer Success at FourKites, as she shares insights on crucial metrics for retention, growth, and cost optimization. Explore strategies like value realization and cost reduction, as well as non-monetary benefits and essential skills for CS executives. Discover how to navigate new roles, identify key metrics, calculate ROI, and track the impact of the CS team in this must-listen podcast for CS leaders.
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Episode notes
1
Introduction
00:00 • 3min
2
Measuring the Impact of Customer Success
02:37 • 13min
3
Measuring Non-Monetary Impacts of Customer Success
15:40 • 11min
4
Setting Expectations and Analyzing Metrics in a New Customer Success Role
26:59 • 3min
5
The Value of Customer Success and Cultural Alignment
30:19 • 2min
6
Proving the Value of Customer Success: Start Tracking and Understanding Customer Metrics
32:18 • 2min