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heather_hansen
heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
November 16, 2016
Question

Success Operations KPIs

  • November 16, 2016
  • 12 replies
  • 263 views
We're looking to create some KPIs specifically for our Success Operations team. Does anyone have these in place that they'd be willing to share?

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      elaine_cleary
      elaine_cleary
      Helper ⭐️⭐️
      May 15, 2017
      Hi Heather & other CS Ops Leaders, I'm talking with a customer who's interested in learning what metrics you have put in place for your Operations team?  Any new ideas out there on this topic?  Thanks!
      heather_hansen
      heather_hansenAuthor
      VIP ⭐️⭐️⭐️⭐️⭐️
      May 16, 2017
      Hi Elaine,

      One new thing for us that we are starting to look at is Milestones, specifically around our risk CTAs.  So, for each one, we've tried to set up an automatic milestone based on criteria that would determine the risk has been addressed and "fixed".  We're using these in a couple of ways.
      1. To measure how good our CSMs are at resolving the risk
      2. To measure how good the alerts are.  If the CSMs are consistently bad at resolving and they've done their due diligence in coaching, etc., is it worth re-engineering the alert to be at an earlier point?
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