Changing metrics and strategies | CS Leadership Office Hours

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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.

-- 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