-
Re: Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?
I like the idea of focusing on value delivered to customers as well as focusing on behaviors. In general I try to stay away from numeric incentives. These often drive bad behaviors.1 -
Re: What metrics (e.g. KPIs) does your customer success team get measured on?
There are a few KPIs tracked at a team level and some at an individual level. At an individual level I'm not fond of KPIs because they can easily drive bad behavior. It's better to focus rather on dr…4 -
Re: Is anyone performing process mining to get insights?
In the past I have used Signavio a bit although I didn't find it so easy to use. I highly recommend Celonis for mature process organizations: I'm not doing process mining right now since processes ar…1 -
Re: What Customer Success innovations are on your roadmap?
@Phil Nanus thank you for sharing the document and by the way, the summit today was a fantastic experience.1 -
Re: Utilization Metrics
In the past I have leveraged those resources to help in Support related areas as well as in Customer Success related opportunities. It's a very good opportunity as well to improve enablement/best pra…1
Go to the TSIA Portal for more information and insights.