Platform Telemetry

Audience: SaaS companies who struggle with defining data-based health and wellness of their customers.

Goal: Understand how to better understand your customer data from a qualitative and quantitative perspective.  

Attendees:

BEST FOR:

• Those seeking an understanding of Customer Success metrics.  Those tasked with mitigating risk in a scalable way.

INCLUDING:

• Customer Success leadership

• Customer Success operations

• Executive leadership

• Cross-functional leadership

Agenda:

• Introductions

• Qualitative vs. quantitative

  • Risk / Engagement / Value

  • Usage / ROI / Sum +1

  • Your MVM (Most Valuable Metrics)

• Collecting data

• Whiteboard session:

  • Define your customer’s qualitative health metrics

  • Define potential quantitative metrics

  • Identify location of quantitative data and methods for extraction

    • Automation

    • Manual

Outcomes:

• Better understanding of Customer Success metrics

• Defined MVM: Most Valuable Metrics

• Method for collecting meaningful data associated with your customers

Materials/Requirements:

• Projector

• Whiteboard & markers

• Customer data file

  • Customer contract details: contract date, renewal date, ARR/MRR, tier, etc.

  • Customer usage data: logins, usage, activity, downloads, ROI, etc.

  • Customer management details: assigned CSM, internal details

Customer Communication and Transparency (Internal)

Audience: B2B companies who need to reduce onboarding time for new customers, who need to manage against customer risk and/or who have a shallow or siloed view of customer health, happiness and value.

Goal: Standardize the process of communication and transparency internally.  It is exceedingly easy to assume that we know what is happening with all of our customers (or at least with those accounts that are assigned to us).  This first segment of the workshop will create the necessary tools and processes to maintain even better levels of transparency and communication required to reduce time-to-value, mitigate risk, problem-solve efficiently and create an all-inclusive internal view into your customers.

Attendees:

BEST FOR:

• Those who are directly responsible for onboarding new customers, managing risk and maintaining relationships through Customer Success

INCLUDING:

• Customer Success leadership

• Customer Success team members

• Onboarding & Implementation team members

• Support team members

Agenda:

• Introductions

• Why is transparency important?

  • Reduce risk by talking about risk

• How do I reduce time-to-value?

  • Onboarding process

  • The first 90 days

• When is my customer renewing?

• Build a Customer Stand-up Board (workshop)

• First customer stand-up (workshop)

Outcomes:

• Define customer onboarding process

• Understand key milestones, lifecycle phases and benchmarks

• Learn the importance of data when determining risk

• Design and run a customer stand-up

Materials / Requirements:

• Projector

• Whiteboard / Markers / post-it notes

• Customer list including next renewal date, health score and original contract date

Customer Communication and Transparency (External)

Audience: B2B companies who need to scale their customer success departments, who have a customer retention or engagement issue and/or whose customers are over-utilizing CSMs.

Goal: Define CS outreach processes to keep the customer involved through communication of strategy and go-forward plans.

Attendees:

BEST FOR:

• Those who are directly responsible for maintaining relationships through Customer Success

INCLUDING:

• Customer Success leadership

• Customer Success team members

Agenda:

• Introductions

• What is a customer lifecycle?

  • New / onboarding || Adopt / ramp || Engage / full || Expand || Renew

• What are customer milestones?

  • Onboarding || First 90 days || Half-year mark || 120-days pre-renew || Renewal

  • Product updates || Upsell opportunities || Risk correction

• Managing for scale (light)

  • Boundaries

  • Customer tiers || Capacity planning

  • Escalation and managing customer outcomes

• Transparency and risk

• White-Board Session

  • Set the first 90-180-365 days of a call / outreach cadence

  • Other outreach factors to consider:

    • Marketing emails

    • Automated operations emails

    • Invitations to webinars

Outcomes:

• Define customer lifecycle

• Define customer milestones and touchpoints

• Begin to define / understand boundaries and customer tiers

• Workshop a full first year of customer outreach

Materials / Requirements:

• Projector

• Whiteboard / Markers / post-it notes

• Customer list including ARR/MRR, TCV, Contract length, original contract date