For your customer, how do you measure incremental value added? - SmartKarrot l Customer Success Software
Episode 20 01:45 April 17, 2023
For your customer, how do you measure incremental value added?

In this Episode

Try to ask during solutions reviews or QBRs: “If you were to renew today, would you?”. Try this when you are 6 or 9 months in. That can really help course correct, and also really make sure that you are aligning with their expectations.

Transcription

Rohan (15:53)

How do you measure your incremental value, right? So, your time to first value is a little bit easier to measure because you know you are time-bound that once a customer signs up, when is the first time they start seeing value. And the incremental value, which you need to keep delivering every once in a while… how do you measure that and how do you ensure that.. that’s going out at a good frequency as well?

Seth

You know, I think that there’s a couple different avenues. I think NRR is a really good indicator or LRR, right? Because at the end of the day is, I think that that’s what investors look for. I think that that’s what executives look for, and that’s really what keeps the lights on in the tech world is… when you have this customer.. what did you do within that first year and where did they net out in 366 days from now. So can you look back and.. and say.. Hey, we’ve grown this X percent?

What we actually like to ask during solutions reviews or QBRs and even success meetings is.. if you were to renew today, would you? And that could be six months in. And that, that can really help.. course correct, but also really make sure that we are aligning with those big six and their expectations.

So that is a direct correlation back to what you were asking is.. well, how do you improve that value?

You do it by showing value, and if you find opportunities, you have to as a CS leader.. be able to quantify it.

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Seth Dovev

As the Senior Director of Customer Success at Chili Piper, Seth Dovev is renowned for his expertise in mentoring and guiding businesses to prioritize customer satisfaction and scale efficiently.

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