CSMI-1b The State of Customer Success Management Planning Survey

1. About the Customer Success Management Initiative Research

The 26 questions of this survey offer an opportunity for you to take a fresh look at your company’s planned Customer Success Management program. Both strategic and tactical issues are explored. All of the questions offer a space for comments or clarification of your entry -- please use them.

Full identification is required from all participants, both so that we can share the results with you and to assure accurate data. Strict confidentiality will be maintained at all times. Neither your identity nor your specific answers will ever be shared with anyone under any circumstances; only aggregate data will be used for reporting.

Follow-up comments / questions may be sent to Mikael Blaisdell by email: mikael@mblaisdell.com
© 2011 Mikael Blaisdell & Associates Inc.

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1. Contact Information

Contact Information Name:
Company:
Title:
Address:
City/Town:
State/Province:
ZIP/Postal Code:
Country:
Email Address:
Phone Number:

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2. What is the size of your company?

What is the size of your company? 1000+ employees

500-999 employees

200-499 employees

less than 200 employees

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3. Which of the following income/revenue sources/conduits are in use by your company? And what is your market focus: B2B or B2C? Please check all that apply.

Which of the following income/revenue sources/conduits are in use by your company? And what is your market focus: B2B or B2C? Please check all that apply. Software perpetual licensing

Software subscription licensing

Enhanced Usage billing (by transactions, capacity used, etc.)

Implementation / Integration services

Professional Services (Customization, Business Process consulting, etc.)

Customer Support (unbundled, as a separate product)

Training (unbundled, as a separate product)

Outsourcing (you provide trained personnel as well as your product.)

Metadata (selling usage reports or trend data)

Embedded Advertising.

Our focus is on the B2B market

We focus on the B2C market

We cover both the B2B and the B2C markets

Comments

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4. After the initial contract has been signed and the customer has begun using the product, which department of your company is currently accountable for secondary sales (up-sells, cross-sells) and ongoing contract renewals in their performance reviews?

After the initial contract has been signed and the customer has begun using the product, which department of your company is currently accountable for secondary sales (up-sells, cross-sells) and ongoing contract renewals in their performance reviews? Sales

A separate "farmer" group in Sales

Operations

Support

Responsibility for follow-on sales and renewals is shared between two or more groups.

Other (Please describe)

Comments / Explanation

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5. Your Product Strategy: Please choose the most accurate description of how the features/functionality of your company's products are packaged. (You may add a comment as well.)

Your Product Strategy: Please choose the most accurate description of how the features/functionality of your company's products are packaged. (You may add a comment as well.) Unlimited. ("All you can eat") - While the price of an individual license may vary, all subscribers have access to the full range of the product's features and functionality.

Modular. ("The Cable-TV approach") - Product features and functionality are offered as modules or bundles/packages for different prices so that the customer may buy only the features/functionality they want.

Both: Our company uses both approaches to product packaging depending on the license level, or we offer multiple products, etc.

Other. (Please describe)

Comments:

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6. Product Usage Monitoring: One of the key assets of a Customer Success team is the ability to monitor what the customers are actually doing with the product's features and functionality. How will this ability be enabled for your CSM team?

Product Usage Monitoring: One of the key assets of a Customer Success team is the ability to monitor what the customers are actually doing with the product's features and functionality. How will this ability be enabled for your CSM team? The ability to monitor customer usage of specific features and/or feature groups is built-in to our product

We use a third-party tool for usage monitoring of our product (Please identify the vendor)

We don't have the capability of monitoring usage of our product's features, and have no plans to add it.

We are planning on adding this capability in the future

Other. (Please describe)

Comments

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7. Time to Competency: How long does it usually take for the average new user to become fully proficient and comfortable in using at least 50% of the total features and functionality of your product?

Time to Competency: How long does it usually take for the average new user to become fully proficient and comfortable in using at least 50% of the total features and functionality of your product? 1 month or less.

2-3 months.

4-6 months.

More than 6 months.

Comments:

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8. What is driving the decision to establish a Customer Success Management position or team for your company? Please check all that apply, and prioritize your choices in the Comments box.

What is driving the decision to establish a Customer Success Management position or team for your company? Please check all that apply, and prioritize your choices in the Comments box. We are concerned about our customer retention rate.

We want to proactively drive up-sells & cross-sells.

Our principal competitors are advertising their CSM groups.

We want to establish a competitive advantage for our company.

Other. (Please describe.)

Comments

CSMI-1b The State of Customer Success Management Planning

1. About the Customer Success Management Initiative Research

*1. Contact Information

*2. What is the size of your company?

*3. Which of the following income/revenue sources/conduits are in use by your company? And what is your market focus: B2B or B2C? Please check all that apply.

*4. After the initial contract has been signed and the customer has begun using the product, which department of your company is currently accountable for secondary sales (up-sells, cross-sells) and ongoing contract renewals in their performance reviews?

*5. Your Product Strategy: Please choose the most accurate description of how the features/functionality of your company's products are packaged. (You may add a comment as well.)

*6. Product Usage Monitoring: One of the key assets of a Customer Success team is the ability to monitor what the customers are actually doing with the product's features and functionality. How will this ability be enabled for your CSM team?

*7. Time to Competency: How long does it usually take for the average new user to become fully proficient and comfortable in using at least 50% of the total features and functionality of your product?

*8. What is driving the decision to establish a Customer Success Management position or team for your company? Please check all that apply, and prioritize your choices in the Comments box.

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1. Contact Information

*
2. What is the size of your company?

*
3. Which of the following income/revenue sources/conduits are in use by your company? And what is your market focus: B2B or B2C? Please check all that apply.

*
4. After the initial contract has been signed and the customer has begun using the product, which department of your company is currently accountable for secondary sales (up-sells, cross-sells) and ongoing contract renewals in their performance reviews?

*
5. Your Product Strategy: Please choose the most accurate description of how the features/functionality of your company's products are packaged. (You may add a comment as well.)

*
6. Product Usage Monitoring: One of the key assets of a Customer Success team is the ability to monitor what the customers are actually doing with the product's features and functionality. How will this ability be enabled for your CSM team?

*
7. Time to Competency: How long does it usually take for the average new user to become fully proficient and comfortable in using at least 50% of the total features and functionality of your product?

*
8. What is driving the decision to establish a Customer Success Management position or team for your company? Please check all that apply, and prioritize your choices in the Comments box.