Changing metrics and strategies | CS Leadership Office Hours

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This is a podcast episode titled, Changing metrics and strategies | CS Leadership Office Hours. The summary for this episode is: <p>--<br>If you'd like to join CS Leadership Office Hours, sign up here:<br><a href="https://tiny.cc/csofficehours">https://tiny.cc/csofficehours</a><br><br>--<br><br></p><ul><li><em>Customer Engagement Modification:</em><ul><li>More human touch has been inserted into most companies tech-touch segments.</li><li>Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption</li><li>For booming industries, the lessons learned from tech touch have been applied up market to address the influx of new customers.</li><li>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.&nbsp;</li><li>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.<br><br></li></ul></li><li><em>Changing Metrics and Strategies:</em><ul><li>Decreasing time to value during the onboarding phase has become necessary for companies that are experiencing higher volumes.<ul><li>We heard examples of decreasing TTV by 75% and by 90%!</li></ul></li><li>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.&nbsp;</li><li>There is an opportunity to learn from this time and understand what friction can be removed once we are back to business as usual.&nbsp;</li><li>While the KPIs and targets may change during this time, the overall metrics are largely the same.</li><li>A reprioritized effort on outreach and proactive support is a consistent theme we hear from Customer Success leaders.</li></ul></li></ul><p><br><br>--<br>This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/">https://customerimperative.com/</a><br><br>Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/">https://www.linkedin.com/in/jaynathan/</a><br>Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach">https://www.linkedin.com/in/jeffreybreunsbach</a>&nbsp;</p>

DESCRIPTION

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If you'd like to join CS Leadership Office Hours, sign up here:
https://tiny.cc/csofficehours

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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