Do you set customer adoption targets for CSMs?

Doug Caviness

Do you set adoption targets for CSMs (either part of their comp or not)? If so, what are they? What do you track?

Any other observations or recommendations related to adoption targets?

Edly Villanueva

Hello Doug,

Great question. Hi @SorenMarklund @BobNawalinski @BrentCogswell @SumitBhat your are you setting up adoption targets at your organziations?

Hello @StephenFulkerson @DarleneKelly any industry insights you can share on this question?

Carlos Alves

hi @DougCaviness . I had adoption and opportunity generation as CSM targets. Adoption common KPIs, depending on the product: # of active users, # of added users (that month), # of activated features. Maybe you find this helpful, on Customer Health Metrics: https://www.tsia.com/blog/customer-success-metrics-that-matter-most