Success Operations KPIs

Be sure to check out this insanely excellent post from Allison Pickens @ Gainsight! It gets into detailed specifics on metrics. http://www.gainsight.com/2016/06/14/define-organizational-charter/

I'm happy to discuss the biz ops KPIs. We work on a variety of projects so it'd be helpful to hear more details on your team. For example, we work on 1) scalable assets (growing Community, etc.), 2) Gainsight admin and 1:many strategy, 3) CS analytics, 4) Customer Marketing (advocacy, blog posts, etc.), and 5) strategic quarterly plays. Each of these has it's own KPIs. 

Hi Elena,

The main focus for our group would be around #2 from your list. Currently more heavily focused on GS Admin and helping the Success groups optimize their processes via GS.

Makes sense. I've asked our current and former GS admins to comment! 

Are you referring to internal KPIs or KPIs with the customers that you service?

Internal

so we are more looking at an ROI (the reason behind KPIs) right?

Sort of. So, what metrics can a Success Ops team use to show the ROI they are providing to the business? For example: # of risk accounts identified, # of upsell opportunities, etc.

Does that make sense?

Hi Heather,

Circling back here, here are some thoughts on CS Ops KPIs:  

• 1:Many outreaches: [list]
• # of outreaches 
• Open rate % of the emails
• Click rate % on links in the content

GS Administration: 

• Habit scores of end users 
• Completion of new dashboard(s), CTAs, etc. [list]
• Page views of dashboard(s), CTAs, etc. 

[/list][/list]

• Process Adherence[list]
• % of end-users who adhere to process (i.e. How many CSMs use a new playbook)
• % of functions/events completed properly (i.e. How many milestones are properly logged)

Accuracy

• % of data that CSMs have "high confidence" in Gainsight

[/list]Hope this helps! 

This is great, Elena! Right along the lines of what we were thinking. I really appreciate the follow up and sharing!