QBR CSM Goals

Forum|Forum|7 years ago
April 5, 2019
2 replies
140 views

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

Thanks!

playbook

Best answer by jeremy_curry

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!

jeremy_curryAnswer

Helper ⭐️⭐️

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!

chad_horenfeldt_c2ba52Author

Contributor ⭐️⭐️⭐️⭐️

Thanks Jeremy!

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