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Re: Role for PS Revenue
An PS Engagement Manager will typically work with Sales/Presales and PSO to position the right services according to the requirements of the customer and be a key point of contact to make the transit…2 -
Re: State of the Handshake between Service Portfolio Management & Technology Product Management
This is a very interesting topic. I would find very useful to learn more about best practices, process definition and process maturity in this context. This would include the design, monitoring and i…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: What are the key components of a customer success program?
Hi Steven, Yes, indeed Support is different from CS, but there are several over arching concepts that seem valid for both, e.g. delighting the customer, driving value realization, influencing the cus…2 -
Re: How to measure relationship and quality of case resolution for regular customers?
Some systems (e.g. Salesforce/Service Cloud) allow you to gauge how often you want to survey customers, e.g. if the customer has already filled out a case related customer survey in the last xx days,…1
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