2018 Metrics Strategic Value 
HGS
JUNE 28, 2018
Service and governance models have been clearly defined for what work is done internally vs. externally with the partner; benchmarks and metrics are measured regularly, reported and assessed; and new ideas and innovate initiatives are driven by the BPO partner that uncovers many new ways of delivering strategic value at a sustained level.
ChurnZero
JANUARY 4, 2019
The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”
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RapportBoost
NOVEMBER 5, 2018
. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA. It’s an honor to be on hand to celebrate her well-deserved accolade!”. About RapportBoost. About ICMI .
ChurnZero
JANUARY 4, 2019
The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.”
CSM Practice
FEBRUARY 20, 2020
A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Value; Prove quantitative and strategic value delivered. So why obsess over data and strive for maturity?
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