by Ian Robson | Jul 15, 2020 | Customer Success, Outcomes |
Customer success is primarily about value. That value can be expressed as a financial return on investment (ROI) or as a set of vendor specific value metrics. Any organisation with a true focus on customer success will always be searching for ways to increase the...
by Ian Robson | Oct 22, 2018 | Foundations |
How do you size a customer success function? Art, science or a bit of both? Let’s start by illustrating the problem with a hypothetical SaaS company called Conductor who provide a business process automation platform in the cloud. Conductor have 150 customers and have...
by Ian Robson | Oct 15, 2018 | Foundations |
These metrics are simple to grasp and relatively easy to measure. What’s more interesting is where they fit within a Customer Success function and when it’s appropriate to make them part of a CSM’s role description. Expansion Revenue Expansion very simply is the net...
by Ian Robson | Oct 12, 2018 | Foundations |
ARR? Renewals? Churn? CARR? : A Guide For The Perplexed I’ve previously covered value realisation and the key metrics you use to understand how your customers are extracting value from your solution. We’ve also discussed NPS and customer satisfaction and looked at...
by Ian Robson | Sep 27, 2018 | Foundations |
Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success outcomes unless you’ve been through a...
