totango.com – SaaS companies are investing heavily in Customer Success, often ahead of revenue. But apart from looking at renewals — which happen once a year in most cases — companies are still grappling with how to measure the performance of their customer success teams on a day-to-day basis.
Your customers are going through a journey with you and your customer success managers play an important role in how they experience the journey. The renewal (and the upsell) is merely the outcome. So how do you make sure that your customer success team is making the required impact along the way? How can you tell which customer success managers are doing well, or not so well, relative to others?
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