About the Office Hours Information

In order to provide the maximum value from your Office Hours session, I’d like to know some key points about your organization and desired outcomes in advance. This will allow me to make optimum use of our time together.

The information form includes just 22 questions, and should take about 15 minutes to complete. ** Be sure to click Done after you answer question #22 rather than just closing the browser window.**

If a question doesn’t fit your organization or phase of development, just skip it and/or respond with a comment to that effect. The more information you give me, the better prepared I can be to appropriately answer your questions.

Strict confidentiality will be maintained at all times. While I may use your information in aggregate for general reporting, I will never identify you, your company, or any specific answers to anyone. The only limitation on this confidentiality pledge is that it does not cover information in the public domain, or information that I acquire elsewhere without restriction.

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

© 2020 Mikael Blaisdell & Associates Inc.

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* 1. About Your Customer Success Group: Please identify where you are in the process, and provide appropriate details in the comments box below.

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* 2. What issues/questions do you want to discuss during your Office Hours session?  What is your desired time frame for the conversation?

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* 3. About You:

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* 4. About Your Company: Type of Business?

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* 5. What is the size of your company?

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* 6. How would you describe the stage of your company's development?

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* 7. As far as your Customer Success team is or will be concerned, what is your Company's primary target customer focus?

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* 8. Revenue Channels/Streams/Conduits: How many additional income channels does your company have beyond your primary product?  (For example, a software company may charge a basic license fee for the software and also charge extra fees for onboarding, customization, Support, Training, etc.)

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* 9. Customer Success and revenue: After the initial contract/subscription has been signed, which of the following income/revenue channels are either completely owned/managed by the Customer Success team, or the credit is authentically "shared" with the CS team and other departments? (Please check all that apply. )

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* 10. Which of the following metrics are used to assess the overall performance of the company's Customer Success group as a functional unit? (Please select all that apply)

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* 11. Where/When does the Customer Success team first begin to significantly engage with the customers?

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* 12. Do your Customer Success Managers have regular recurring value meetings with customers in which they specifically discuss the ROI those customers are receiving from their relationship with your company/product(s)?

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* 13. Where are the Internal Points of Engagement for your company's Customer Success team within the company? Which internal teams and functions have substantial interaction, e.g. regularly scheduled status/review meetings, with the CS team?  Please check all that apply:

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* 14. Does the senior Customer Success executive have regular recurring meetings with either the CFO or the CEO/COO to discuss the ROI of the Customer Success group?

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* 15. Who "owns" the Customer Success group in your company? Where does the senior Customer Success exec report?

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* 16. Which of the following functional areas/roles are included within the Customer Success organization structure? (i.e. the heads of these groups or roles report to the Senior Customer Success executive (Check all that apply)

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* 17. Ongoing analysis of customer data to determine trends and insights is vital for long-term success.  How does your company handle this function?

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* 18. How many Customer Success Managers (by whatever title) does your company have now? (Please use Full-Time-Equivalents (FTE's) for the count.  Do not include team leaders or non customer-facing operations/analysts)

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* 19. Which of the following metrics are used to assess the  individual performance of your company's Customer Success Managers? (Please select all that apply)

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* 20. What technologies does your company have for managing the workflow of your CSMs and the Customer Success group as a whole? Please check all that apply.

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* 21. How does your company track Product Engagement/Usage Tracking & Analysis? For example: Specific feature usage by individual customers, especially power users. Analysis of relationship of specific feature usage to churn/upsell?

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* 22. How does your company handle Value Management? For example: Calculating/Reporting ROI for the Customer from their usage of your product (Usage to Value tracking)? Calculating/Reporting ROI for your company from the work of the CSMs/Team?

Thank you for completing the Office Hours Information form. I’ll review the answers and respond as quickly as possible.

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