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Customer Success Management Forum Videos (2 of 2): Customer Success Metrics and Performance

Totango recently sponsored a gathering of customer success professionals named “The Customer Success Management Forum” organized by Mikael Blaisdell from the Hotline Magazine.  It was an awesome evening with customer success pros from Bluejeans Network, Clarizen and Zuora speaking about many of issues facing this young profession. In part 2 you will learn about key performance indicators, metrics and who should own the customer success function. Previously we published in Part 1 excerpts from this evening discussing: the background of these three customer success heroes, what to look for in a perfect customer success manager and what are the tools of the trade.

1. Who owns the customer?

There are many arguments on who should be in charge of the customer (relationship) after the sale. “The reality is us…we’re the advocate”. How do the Customer Success functions from Bluejeans, Clarizen and Zuora handle the relationship with their customer? Here are three real-life examples.

Customer Success – Who Owns The Customer from Totango on Vimeo.

2. How to measure customer success

Key points they ask themselves: are we enabling our customers’ growth, are we contributing to their operational efficiency, are we giving them the knowledge to understand their own customers, etc.

How to Measure Customer Success from Totango on Vimeo.

3. How to measure performance of Customer Success Managers

The KPIs they use are geared more towards specific goals and milestones with customers which drive adoption.

How to measure performance of Customer Success Managers from Totango on Vimeo.

Read Part 1: Why Customer Success?

Read Part 2: What to look for and what tools to use

In the future, we hope to organize more informal meetups “for and by customer success professionals”. Stay tuned by signing up for this Customer Success Meetup. Also check The Hotline Magazine for more forums organized by Mikael Blaisdell.

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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