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Gain Grow Retain

Changing metrics and strategies | CS Leadership Office Hours

Apr 8, 2020
47:43

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  • Customer Engagement Modification:
    • More human touch has been inserted into most companies tech-touch segments.
    • Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption
    • For booming industries, the lessons learned from tech touch have been applied up market to address the influx of new customers.
    • Messaging to customers should be owned jointly by the marketing team and Customer Success, as CS has a pulse on what their customers need at the moment.
    • Salespeople that normally focus on new logo acquisition can support the CS efforts if their pipeline is freezing, but a consideration for CS and Sales comp plans should be taken into account.

  • Changing Metrics and Strategies:
    • Decreasing time to value during the onboarding phase has become necessary for companies that are experiencing higher volumes.
      • We heard examples of decreasing TTV by 75% and by 90%!
    • Identifying the product/service MVP can not only bring value immediately now, but it can be worked into a typical onboarding process to increase customer sentiment during this phase.
    • There is an opportunity to learn from this time and understand what friction can be removed once we are back to business as usual.
    • While the KPIs and targets may change during this time, the overall metrics are largely the same.
    • A reprioritized effort on outreach and proactive support is a consistent theme we hear from Customer Success leaders.



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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

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