SFS Talks: How to define KPIs for CS teams
How to define KPIs for CS teams? What are the consequences of choosing the wrong KPI? And how can we make sure that the KPIs we choose really cover all of our goals? KPIs are the growth engine of almost every startup company. A well-defined KPI can boost up revenues, while an inaccurate one can s…
SFS Talks: Aligning the Product & client facing teams
Product and Sales are two departments that are traditionally at odds. While sales reps request certain features in the product to close a deal, the product managers work according to a pre-defined roadmap. Even though both of the departments aim for the company’s success, they usually see different…
Recap: Customer-Centric
Our 3rd recap revolves around being customer-centric – which sounds like a nice catchphrase, right? However it’s a huge task for any company, specifically ones that are scaling rapidly. To make this challenge more actionable we want to give you a deeper look into how we achieve this in our day-to-d…
SFS Talks: Turning 30k Support Tickets a Month Into Actionable Insights
Customer Success is the one team in the company that receives feedback from every shape and size of customers; whether they’re coming from a trial or paying and large or small accounts., paying, large or small accounts. We receive roughly 30,000 tickets a month covering many different needs and we …