Revenue Builders What Customer Success Activities Drive the Output Metrics with Sasha Anderson
Nov 17, 2024
Sasha Anderson shares expert insights on crafting a scalable customer success strategy. She highlights the importance of focusing on input metrics rather than just output metrics. Clear roles and responsibilities within teams can significantly enhance performance management. The conversation delves into the complexities of customer retention and how regular interactions can boost satisfaction. Practical advice on defining engagement models and diagnosing business issues adds depth to the discussion, making it a valuable listen for leaders in customer success.
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Customer Success Evolution
- Sasha Anderson discusses the evolution of customer success from a generalist role to a specialized one.
- Initially, CSMs handle onboarding, support, and value realization before specializing as the customer base grows.
Clear Roles & Responsibilities
- Define clear roles and responsibilities for your customer success team based on a success profile.
- This enables effective performance management and prevents ambiguity about expectations.
Input vs. Output Metrics
- Focus on input metrics (daily/weekly activities) alongside output metrics (e.g., NDR) for customer success.
- Define 3-5 key competencies and track activities that drive desired outcomes, enabling structured performance discussions.