From Customer Success Summit 2017 - Nate Richardson, Corporate Operations, Customer Success at xMatters, Inc., discusses "Metrics That Bridge Sales and Customer Success". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

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Metrics That Bridge Sales and Customer Success

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Nate Richardson
Corporate Operations,
Customer Success

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Corporate Operations

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Corporate
Operations

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Challenges to CS/ Sales Alignment

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Challenge: Misaligned Metrics
• Product Adoption
• Customer Advocacy
• Retention/ Churn
• Sales Quota
• Pipeline Targets
• Win Rates
Sales Customer Success

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Challenge: Misaligned Incentives
• Upsell/ Cross Sell Leads
• Churn Targets
• Adoption Goals
• Billings Quota
• Pipeline Targets
• Win Rates
Sales Customer Success

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• Teams use different tools
• Teams are distributed
• Easier to work alone
Challenge: Communication Gaps

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Three Tips for Fostering CS/ Sales Alignment

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Find Common Ground
Sales Customer
Success
• Quota Attainment
• Pipeline
• New Business
• Win Rates
• Product Adoption
• Customer Advocacy
• Churn
• Upsell/ Cross Sell
Successful
Customers

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Measure what
YOUR CUSTOMERS
Measure

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76%
Frequently miss target
resolution times
82%
Confirm downtime
equals revenue risk
87%
Stated the business must be
informed during major
incidents
76%
Of business stakeholders
acknowledge major
incidents will occur

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Build It and They Will Come

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Measure what
YOUR CUSTOMERS
Measure

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Make it Easy
• Provide tools and training
• Put it where they’ll see it
• Have an expert

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Highlight The Benefits & Recognize Results
• Hit targets
• Make more money
• Get recognized
• Slack Channels
• Quarterly Awards
• Company Events
Benefits Recognition

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Results
• Successful Customers
• Successful Sales People
• Successful CSMs

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Results
Customer Service is more than just a support function,
they truly work with you, providing guidance and help you
build out a process catered to your organization.
“
”

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Measure What Your
Customers Measure
Make it Easy Recognize Results

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Q&A