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Changing metrics and strategies (CS Leadership Office Hours)
Gain Grow Retain
English - April 08, 2020 20:00 - 47 minutes - 32.6 MB - ★★★★★ - 34 ratingsEntrepreneurship Business Management b2b saas growth customer success marketing sales software customer imperative enterprise Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
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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.
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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