Post by jony14 on Dec 13, 2023 21:45:53 GMT -6
As your customer support function grows, you can also start tracking data like customer satisfaction scores, net promoter scores, support agent satisfaction, and more. Customer Success Metrics When it comes to customer success, things are a little different. The goal of this feature is to measure value over time, including value delivery and value expansion. In the industry, you most often quantify this as customer retention. Businesses with recurring revenue often measure customer retention in terms of net revenue. In other words, did you renew your customers and what else did they buy from you? Other businesses might make it simpler: You start the year with customers and end the year with customers.
How to Model Growth in Customer Success and Customer Support Start by rigorously defining Phone Number List your responsibilities. Customer Success Management is a Real JobIt contains components that you should be able to understand and itemize, and you should be able to return to the capability model based on the work being delivered. Are you responsible for accounts? Are you responsible for quarterly business reviews of each account? Well, that's a piece of work. How long does each take? Maybe an hour to prepare, an hour to present, and an hour to follow up? That's three hours, times accounts, which can be a lot of work.
When you think about each component of your job, think clients and your business. If you can define the work, define the value, and even loosely track your ROI, you'll do better than many customer success organizations. Another approach I've seen is when an organization says: We know customer success is valuable. We're just not quite sure what it is because we can't itemize or operationalize it. But we do know that each currently manages about clients, so let's try to provide them with th and th This approach may work for a while, but you don't know what you'll end up squeezing. At some point, this model will break down, and you don't want a massive crash.
How to Model Growth in Customer Success and Customer Support Start by rigorously defining Phone Number List your responsibilities. Customer Success Management is a Real JobIt contains components that you should be able to understand and itemize, and you should be able to return to the capability model based on the work being delivered. Are you responsible for accounts? Are you responsible for quarterly business reviews of each account? Well, that's a piece of work. How long does each take? Maybe an hour to prepare, an hour to present, and an hour to follow up? That's three hours, times accounts, which can be a lot of work.
When you think about each component of your job, think clients and your business. If you can define the work, define the value, and even loosely track your ROI, you'll do better than many customer success organizations. Another approach I've seen is when an organization says: We know customer success is valuable. We're just not quite sure what it is because we can't itemize or operationalize it. But we do know that each currently manages about clients, so let's try to provide them with th and th This approach may work for a while, but you don't know what you'll end up squeezing. At some point, this model will break down, and you don't want a massive crash.