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.
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.Read More
Shreesha Ramdas is the CEO and Co-Founder of Strikedeck. Previously, Shreesha was the GM of the Marketing Cloud at CallidusCloud, Co-founder at LeadFormix (acquired by CallidusCloud) & OuterJoin, and General Manager at Yodlee.
Prior to that, Shreesha led teams in Sales and Marketing at Catalytic Software, MW2 Consulting, and Tata.
Shreesha advises several startups on marketing & growth hacking.
PulseLocal is a community of Customer Success professionals across the world who meet regularly to network, learn and share best practices.