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One Ring to Rule them All: Customer Success Metrics

Customer Success Summit is returning to San Francisco March 21-22, 2016. Register today!

Part of the Customer Success Summit On-Demand Series

We’ve all had those experiences when buying a software solution that are so bad they make you want to pull your hair out. Harassing sales calls, lack of help when you need it, too much help when you don’t, having to deal with 14 different people, haggling over price, and so many more. If everyone has had one or more of these experiences then why do we keep doing them?

Bill Macaitis, CMO at Slack Technologies, shares this pain and in his session at Customer Success Summit he said the reason all these practices continue is that we are being measured by short term metrics that actually promote bad customer experiences. These “bad metrics” are prevalent across almost every business today and include: # of leads, pipeline, # of opportunities, and margins. So if these are “bad metrics”, what are better metrics that create good customer experiences? Bill believes we should be using customer satisfaction metrics like NPS, CSAT, and engagement.

Watch the full session from Customer Success Summit.

10 experiences that would make the world a better place for prospects and customers

  1. 15 minute help response times
  2. Transparent prices
  3. Helpful sales people who tell you when the product is not a good fit for you
  4. One point of contact
  5. More support, less sales
  6. You only get charged if someone uses the product
  7. View a demo. No forms required
  8. Want to talk to a person? Great. Don’t want to talk to a person? Great. You decide
  9. Live chat help available anytime
  10. You get more love and help after the contract is signed then before

If you want to learn more about how to create better experiences with your customers through retention marketing, join us May 13th at 10am PDT (1pm EDT) to discuss creative approaches that can be used by both marketing and customer success.

See all of the sessions from Customer Success Summit here: www.customersuccesssummit.com

 

Amanda Saunders

I'm the Customer and Content Marketing Manager at Totango. I work with Customer Success heroes to help tell stories and share best practices that can be leveraged by others in our community. Previously, I worked at Citrix helping customer find new ways to work and live better.

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