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Walking hand in hand with your product team to drive customer success
Jamey Jeff
▸ Chief Customer Officer at TrackMaven▸ Competitive Intelligence for Digital Marketers▸ Washington, DC▸ NEA, Bowery Capital
▸ VP of Product at TrackMaven
Derek Snyder
Customer Success + Product:First, a Metaphor
How do we create this cohesion?
?
▸ Daily active users▸ New feature utilization (not looking back)▸ New logo win / loss reporting
▸ “Actionable” usage▸ Time spent / active user▸ NPS▸ CSAT▸ CSM Sentiment
Where we started…
Key stats Health measures
Trailing indicators
Are there one or two metrics we can align the company around?
▸ Understandable
▸ Easy to regularly measure
▸ Aligns Product & Customer Success
▸ Drives the desired outcomes
CohortLicense
UtilizationActive Days
Total Activities
Active Users
Time / Active User
Churned Last 90 Days
Renewed Last 90 Days
Top Customers
CohortLicense
UtilizationActive Days
Total Activities
Active Users
Time / Active User
Churned Last 90 Days
Renewed Last 90 Days
~2.5 x Churned Customer Values
Top Customers ~3 x to 7 x Churned Customer Values
CohortLicense
UtilizationActive Days
Total Activities
Active Users
Time / Active User
Churned Last 90 Days
Renewed Last 90 Days
~2.5 x Churned Customer Values
Top Customers ~3 x to 7 x Churned Customer Values
Leading indicators
▸ Understandable
▸ Easy to regularly measure
▸ Aligns Product & Customer Success
▸ Drives the desired outcomes
Understandable
✔“Plain English” definitions
1
Takeaways: For the Company
Easy to regularly measure
✔Lists and reports built in Totango.
✔Export into company dashboards
that include goals
2
Takeaways: For the Company
Aligns Product + Customer Success
the Whole Company
✔One set of common metrics✔Visible: all hands, weekly exec, product, customer success team meetings
3
Takeaways: For the Company
Drive the desired outcomes
✔Leading indicators for retention
4
Takeaways: For the Company
• “Actionable” usage• Time spent / active user• NPS• CSAT• CSM Sentiment
One more thing…Health Measures
• Usage frequency
Health Measures
• “Actionable” usage• Time spent / active user• NPS• CSAT• CSM Sentiment
One more thing…Health Measures
• Usage frequency
Health Measures
X
Takeaways: For Customer Success
1. Health measurement – keep it simple!
2. Health measurement – keep it real-‐time!
3. Analyze and report on all the other data points
Questions?
