TRACK: TURNING CS OPS INTO A STRATEGIC ADVANTAGE

Can’t wait for this session!!

I’m excited to be sharing the stage with some CS legends for our session: 

Letters to My Former CS Self: Best Practices for Developing Your CS Strategy 

Check us out on Thu Aug 18 at  2:00 PM - 2:45 PM PDT 

Awesome presentation by JAMF team @sagan_sherlin @linneako 

And a good topic to follow up on:

how do you measure the value/effectiveness/contribution of CS ops?

@kendra_mcclanahan - how do you think about this?

Cc @seth 

@tyler_mcnally love this question!

Three things I think about:

• Are we able to deliver on strategic goals? Measured by the roadmap we’ve aligned on with stakeholders through our OKR process.
• How effective is the team at both running the business and delivering on strategic goals. Measure by our agile sprint process (in Monday.com) - we look at committed vs. delivered and strive for predictability. 
• Impact we’re having on end-user productivity/effectiveness. Measured through a quarterly survey to end-users that’s focused on key aspects of their role.
  • Bonus item :-) Is CS hitting their quarterly metrics without extra effort? If they have to put in extra effort, how can we help them standardize and reduce efforts over time?

An example of the last bullet that was a recent win for our team! In the survey, we ask CSMs & CS Leaders “I can easily find enablement documentation so I can understand and execute key activities”. From Q1 to Q2, we improved from 3.5 → 3.7 (CSMs) & 3.7 → 4.2 (CS Leaders), a .5 improvement for CS Leaders! This improvement was due to the amazing work our Enablement leader, Jen Bruno, put into redesigning our CSM Guidebook. We centralized our documentation in Coda, and developed an “action items” page along with other critical processes.

I’d love to hear how others answer this question!

How do you measure the value/effectiveness/contribution of CS ops?