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In this new year, we would like to do a better job of showing the ROI of the CS organization and I wanted to see what others might be measuring.

Right now I have:

  1. Opportunities where the CSM is involved early close faster 
  2. Opportunities where the CSM is involved early close for more (compared to projected)
  3. We know better adoption early leads to higher retention, so I’d like to do something around CSMs helping drive early adoption
  4. CS Qualified Leads (CSQL) close at a higher rate for both new products and expansion
  5. CS Qualified Renewals renew faster and for more

Are there others folks are using that they like? What else should I be thinking about?

Trevor

Hey ​@trevor_shand 

You could always look at things like surveys, and ask pointed questions about the CS org impact.

The other we are gauging using the tool and hoping to improve is response rates for surveys both transactional and NPS.

 

Some great ideas above though!

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