Clarifying, Coordinating, and Championing Customer KPIs

San Diego
Tue, Sep 11, 2018, 7:00 PM (PDT)

About this event

Tracking KPIs is highly critical for Customer facing professionals.  Setting clear business objectives makes Customer Success tangible for customers and internal executive stakeholders. Plotting out the measurements needed to attain those objectives helps everyone visualize the journey with the product or service, and quantify its impact. 

Many companies get carried away by the KPIs, which results in key business decisions being determined by vanity metrics vs. actionable metrics. Essential to ensuring the right KPIs are tracked is to establish metrics in the context of desired business outcomes. Unfortunately, getting customers to specify the desired outcomes and then identify the KPIs driving those outcomes is perhaps the most challenging activity for a CSM. 

This session will walk you through the process of guiding the customer, co-defining outcomes during onboarding, establishing the key milestones, tracking meaningful KPIs, and demonstrating the outcome realization. 

Outcomes

  • Co-defining Outcomes and corresponding KPIs
  • Vanity metrics vs actionable insights
  • Demonstrating milestone completion 

Keynote

Shreesha Ramdas

Shreesha Ramdas

CEO - Strikedeck

Shreesha Ramdas is the CEO & co-founder of Strikedeck. Previously, Shreesha was also the founder of Leadformix (acquired by Callidus Cloud) and part of the founding team at Yodlee (acquired by Envestnet). Shreesha is also active in the startup community as an advisor/investor- Workato, Enact, RevvSales, Elastica (Symantec), DX Continuum (ServiceNow), EmpInfo, Fullcast, ObeoHealth.

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When

Tuesday, Sep 11
7:00 PM - 9:00 PM (PDT)

Where

MindTouch HQ
101 West Broadway STE 1500 San Diego92101

Organizers

  • Tiffany Morin

    Tiffany Morin

    San Diego PulseLocal

    Head of Customer and Partner Success

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  • Jen Clark

    Jen Clark

    Wrike

    Customer Success Advocate

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  • Josh Zamora

    Josh Zamora

    ServiceNow

    Customer Success

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Communities for customer success leaders

PulseLocal is a community of Customer Success professionals across the world who meet regularly to network, learn and share best practices.