• 5 April 2019
  • 2 replies

We're looking at refining the QBR goals of our CSMs now that we have Gainsight. I'm curious of the goals that you have for your teams. Here are some examples of goals we are considering:

% Completion of QBRs

Higher tiers: Goal of executing 100% of your QBRs on a quarterly basis

Lower tiers: Goal of executing 85% of your QBRs on a quarterly basis

X number of QBRs per quarter



Best answer by jeremy_curry 17 April 2019, 21:43

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Hi @chad_horenfeldt_c2ba52 ,

Some that we have either used in the past or would like to look at in the future include:

  • Avg health score for on-boarding accounts

  • Avg health score for established and expanding accounts

  • Retention by # of Accounts

  • Retention by # of Users

  • QBR with all customers in a year (Measured quarterly as Total Number of Accounts / 4)

  • NPS

  • Median Onboarding Duration

As far as the specific targets for each, they depend on role (Sr CSM, CSM), Segment (Inside, Enterprise), Customer Industry, etc so they vary quite a bit.

Hope this helps!

Thanks Jeremy!