caesar.’s Post

Charlie Munger once quipped, "Show me the incentive and I'll show you the outcome." We took that to heart at Metric Theory by using thoughtful Account team (CS) goals to build the right performance culture. I've seen so many agencies, as well as Customer Success orgs at SaaS companies either use primary KPIs that feel out of their teams' control OR don't tie into overall business outcomes. Straddling those two in building CS targets is tricky but doable. Great orgs will also evolve those targets over time as their company and customer base matures. Full post here: https://lnkd.in/guyxquda

📣 There's a lot of amazing sessions at Matik's upcoming Scale + Customer Success Summit! Are you trying to figure out which ones you should attend?  💡 If you're looking for tips to approach long-tail accounts, here's the comprehensive list of sessions and the speakers you will want to attend: Supporting & Growing All Accounts - Chad Horenfeldt, David Leibell 👋, Danny Villarreal, Mary Poppen You’ve scaled CS. Now what? Indispensable strategic skills for next gen CSMs. - Bob London 3 Non-Obvious Pillars to Your Scaled Strategy - Jeff Breunsbach Scaling Success: Revolutionizing Customer Engagement in the Digital Age - Jeff Kushmerek Orchestrating Seamless Digital Experiences - Scott K. Wilder Durable Growth: Evolving and Iterating your Scaled CS Program - Dan Ennis Human & Machine Symbiosis in Customer Success - Alex Turkovic Supercharge your customer business reviews: A simplified, data-driven approach to accelerate customer engagement and results - Greg Daines Scale from an Ops Perspective - Justin Chappell, Melissa Allen, Rosa Gandler, Rosalyn Santa Elena, Thuy Pham I Want To Scale, But Do I Need to Scale? - Seán Reid Scaling Customer Success with AI: A Practical Approach - Chad Rosh Making the Business Case for Your Scaled CS Program - Jan Young, MBA, CSPO, CSM The Role of Data in Scale & How to Scale It - Conor Kelly, Jonathan Weindel, Nikola Mijic, Nicholas Jaton 🗓 Click here to register for these sessions: https://lnkd.in/gcUie6_x #customersuccess #csm #revenueoperations #revops

🎙️ Exciting stuff! We've got another double header on The Daily Stand-Up! Jam-packed with wisdom from Julie Fox and Armando Quintana III 1️⃣ Up first: Just when you thought you were getting a grip on digital CS, Julie Fox challenges us to level up our thinking and introduces a new concept: ✨ Digital CS 2.0 ✨. Julie reframes digital strategies to be less about eschewing low-ARR customers and more about amplifying our best and brightest CSMs, taking us to an all-new level. Which is a great transition: What do we do with these amplified relationships? 👇 2️⃣ Armando Quintana III joins us to explore the fundamental needs of customer success in owning a growth quota. We discuss insights on why customer success shouldn't *just* be relationship-focused, how the role has evolved and devolved over the past several years, and how to take ownership over a quota. Check these out for some cutting-edge strategies and insights! Links in the comments. #DigitalSuccess #CustomerSuccess #PodcastEpisodes #TheDailyStandUp

Every day, I'm meeting with both investors and companies who are keen to extract value and insight from all the data that they're collecting. They will often describe being data rich, insight poor. Sound familiar? Those engaged with what we are building here at Planr will know that we aren't just very good at automating reporting and KPI processes for funds and companies, but also in giving them an AI powered, forward-looking view on where a company or investment is headed. Recently, David Beausang, Commercial Director at Scorebuddy, a cutting-edge QA Analytics Platform, shared his experience in using Planr: "Planr's solutions have brought a new level of sophistication to our sales and revenue operations. As we shifted market focus, getting forecast predictability was incredible. We were able to access insights that are impossible to get from Salesforce." We've documented both the challenges that Scorebuddy faced and the subsequent, quantifiable benefits they've extracted from partnering with Planr in the latest of our Success Story case studies, linked here - https://lnkd.in/dkuRCcEX. Have a read and let me know what you think!

Customer success teams are uniquely positioned to drive business growth, sitting at an intersection between a company and its clients. Through them, organizations can enable customer-led growth. (the ultimate success strategy, IMO.) A customer-led growth strategy (CLG) flips the script by prioritizing customer insights and feedback over traditional PLG/SLG strategies. At DISQO, we bring our CLG approach to life through a robust feedback system based on real customer conversations, a shared understanding of our customers across teams, and cross-functional collaboration around customer value and outcomes. Stay tuned for some general dos and don'ts for successful implementation. #CustomerSuccess #CLGStrategy #CustomerLedGrowth

📈 Our BRAND NEW report in partnership with Chorum, Customer Success: A Goldmine of Growth IS LIVE!! Download it now: https://lnkd.in/eTNfv-fa What's inside: 🚀 Growth-driven KPIs for CS 🚀 Best practices for setting up a CS team 🚀 How to increase revenue rates with CS 🚀 How to empower your CS team Who this report is for: ➡ Founders/CEOs who are not 100% sure whether they're using Customer Success effectively enough. ➡ Curious CSMs and CS leaders who want to better understand how they can make more of an impact in their role and company. This is an interview-led report, meaning you'll gain access to insights and experiences from: Alice Edwards, Amanda Ismail, Amolakh S. Calais, Andrew Brock, Andrew Szmytka, Bhumika Arora, Carmen Gallagher, Felix von Gellhorn, Gary R., Steven Ly, Zach Pinfold, Jessica Jeffries, Anthony Sochan, Jonathan Jeffries (JJ), Andree Maragfoou Download this FREE report and resource: https://lnkd.in/eTNfv-fa #customersuccess #CSM #customersuccesschampions #startupgrowth #revenuegrowth

Customer Success as a key GTM & growth engine is something I am passionate about. I enjoyed participating in the discussion with Chorum and Think & Grow

As the end of the year approaches, it's the perfect time for reflection and evaluation. Are you focusing on the right metrics, or has your team felt adrift, relying on outdated indicators like website visitors or revenue targets? The solution? 🌟 A reliable North Star Metric (NSM) to steer you in the right direction! So, what's a North Star Metric? It's more than just a number; it's the heartbeat of your company's growth. This crucial metric is a clear reflection of the value your company brings to your customers, guiding your company's journey towards long-term, sustainable growth. The North Star Metric is offering: ⓵ Focus: It aligns your entire organization under a single, cohesive goal. ⓶ Clarity: Provides a quick snapshot of your company's performance at any given time. ⓷ Customer-Centricity: Shifts the focus from extracting value to adding value, naturally leading to better customer retention. Is your NSM the right one? Consider this checklist: ✅ It measures the outcome your customers desire. ✅ It reflects how you deliver value to your customers. ✅ It's quantifiable and measurable. ✅ It's time-bound, meaning you track it over a specific period (hour, day, week, month). ✅ It's within your control, not solely dependent on external factors. What's your North Star Metric leading you to growth and success? And here’s a nifty tool: a GPT-powered wizard to help you determine your NSM by answering a few key questions. Give it a try! #NorthStarMetric #StrategicGrowth #DataDriven

I close my weekends with feedback In my 18 years in the tech industry, one lesson stands out: listening to your customers can transform your business. A few years ago, we launched an innovative AI-driven analytics tool. It was beautiful, and we were confident it would take the market by storm. But reality hit us hard. Sales were sluggish, and our team was puzzled. Then I read a report how customer is king And validation from King is always recognized. We reached out to our few customers we had and offer them discounts for their honest feedback. What we found was eye-opening. While our tool was powerful, it lacked certain features that our customers really needed. A customer said, "Your tool is great, but it’s so hard to navigate. We need something more simplified and with specific features tailored to our needs." That feedback was a game-changer. We regrouped and made crucial updates. We simplified our overall functionality. It was a lot of work, but we knew it was necessary. Three months later, the results were phenomenal: ●Customer satisfaction soared: Feedback scores went from 3.5 to 4.8 stars. ●Sales doubled: Our tool became a must-have for businesses in our niche. ●Industry Recognition: We received accolades and were featured in top industry publications. One customer even told me, "This update feels like you read our minds. It’s exactly what we needed!" TL:DR: Customer feedback is invaluable. It’s not just about making your product better; it’s about building trust and loyalty with your audience. Customer-centric innovation can set you apart in a crowded market. #CustomerFeedback #ProductImprovement #CustomerCentric #TechInnovation #BusinessGrowth #Leadership #Innovation #44north #linkedingrowth #marketingskills #customerfeedback

  Customer Performance Enablement is the new Customer Success. ?What if I told you there's a way to differentiate your product and set it apart from your competitors? ?What if I told you that winning more market share could be approached from a different angle, and that it's at your fingertips? ?What if I showed you how to use data->insights in learning to leverage your product and company domination? Michal 🦄 Sever, and Moria Inbar invited me to share my 2 cents on the above and much more with the G-CMO forum, and how SolarEdge’s Customer Performance Enablement had become part of our customer success. https://lnkd.in/eQvzqCrW #CustomerSuccess #BusinessGrowth #MarketStrategy #PMK #ProductMrketing #GCMOForum #PMMMastery #PMMProgram #GCMOAcademy