How do you quantify if your organization needs Enterprise Customer Success?
1 Answer
RocketReach VP of Sales & Customer Success • April 12
By definition, Enterprise Customer Success means that you are selling a product that becomes so fundamentally core to a large enterprise's own workflows, processes, policies, etc. that they spend a lot and have very high expectations for ROI. So if you need to quantify or justify with that quantification needing Enterprise CS, I would argue that the customer journey is complex and the customer needs a field guide. That journey is basically the path to value and all the ins and outs of what to do and how to measure doesn't just happen by itself or in a self-serve manner. If it did, it wouldn't be an enterprise-grade solution.
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If you already have a solid Enterprise Customer Success team, how are you up-leveling this?How do you balance metrics focused on retention and expansion for large accounts?How do you train and enable your Enterprise Customer Success Managers?How do you define Enterprise Customer Success? How do you think about measuring the health of an Enterprise customer against other cohorts?In what ways do you partner with your Product Management team to meet the unique needs of your Enterprise Customers?How can a CS leader stand out in today's job market if they were not previously responsible for revenue targets?