1) Your Name*

2) Your Title (Choose one)*:

CEO
Chief Revenue Officer
Chief Customer Officer
VP of Customer Success
VP/Executive other
Dir of CS
Dir of other Post-Sales function
Customer Success Manager
Other

3) Your e-mail address*


4) Your Region*:

North America
Latin America
EMEA
Asia
Oceania

5) Your industry (Choose best value)*:

Automotive
Banking
Consumer Goods
Education
Engineering
Energy
Financial Services
Food and Beverage
Government
Healthcare
Insurance
Legal
Manufacturing
Media
Online
Real Estate
Religion
Retail
Technology
Telecommunications
Travel
Not-for-Profit

6) Your Business Model is (Choose one)*:

B2B
B2C
B2B2C

7) Your Company's Annual Recurring Revenue (Choose the closest value)*:

>$1B
$500M - $1B
$100M - $500M
$50M - $100M
$10M - $50M
<$10M

8) Your Number of Customers*

9) Your number of Customer Success Managers*

10) Your Annual Net Revenue Retention Rate*

NRR rate = Renewal and expansion revenue this year from last year's customers ÷ Revenue last year from all customers

11) Your customer retention rate (choose 0 for unknown)*:

Customer retention rate = Number of customers from last year that are still active ÷ number of last year's customers

12) Your average NPS score (choose -100 for unknown)*:

13) Your Customer Success Management Platform

Amity
ChurnZero
ClientSuccess
Gainsight
Natero
Planhat
Strikedeck
ToTango
None
Other

14) Your CRM Platform

Salesforce
MS Dynamics
Zoho
Pipedrive
None
Other

15) What is highest level of management on your customer success team? (choose one)*:

No manager, just front-line CSMs
Manager who reports to a VP from another discipline (sales, marketing, product)
Manager who reports to a C-level executive in the company
Director or VP who serves on the company's leadership team
Chief Revenue Officer
Chief Customer Officer

16) How is the customer experience shaped by your customer success team and other departments? (choose all that apply)*:

Our customer success team is accountable for metrics that are part of the company’s business plan
Our customer success team is responsible for driving selling opportunities within the existing customer base
We evaluate solution fit and modify or abandon high risk/low fit leads
Another team in our company is also held accountable for churn
Another team in our company is also held accountable for customer satisfaction
Customer needs are factored into our company’s product development processes
Customer feedback is used to tailor our marketing messages
Our renewals and collection process is customer-friendly
Our sales process is designed to support a holistic customer experience
Our company's variable compensation plan is coordinated across teams

17) How do you measure the financial performance of Customer Success (Choose one)*:

Customer Success is a Cost Center
Customer Success is measured by Net Revenue Retention
Customer Success is measured by Net Revenue Retention and profit margin

18) How is your customer success team structured? (Choose one)*:

Single CSM
Group of CSMs
CS team with 2+ different roles
CS team that includes operations roles

19) Which functions do your Customer Success roles include? (Choose all that apply)*:

Support
Onboarding (Free)
Customer Training
Account Management
Up-sell and cross-sell
Professional Services (paid)
Customer Success Management

20) Which operations functions does your customer success team cover? (choose all that apply)*:

CRM Administration
Customer Success Platform Administration
Predictive Analytics
Program Management
Process Design
Compensation Management
Customer Marketing

21) How is your customer base segmented for Customer Success? (Choose one)*:

We don't segment our customers
We have more than 1 customer segment
We have more than 1 customer segment and we segment by contract value
We have more than 1 customer segment and we segment by customer objectives

22) What do you use your customer segments for? (Choose all that apply)*:

Analyzing customer data
Determining headcount needs
Setting metrics and goals
Planning our level of engagement (high-touch, low-touch)
Informing strategic company decisions
Prescribing the optimal customer journey

23) What is true for your playbooks throughout the customer journey? (choose all that apply)*:

We don't have standardized customer success processes
We have documented processes that all CSM's use
We have documented processes that everybody in our company follows
We have partners who are following our documented customer success processes

24) When is the first time you discuss key business objectives with your clients? (choose one)*:

Never
During the Sales cycle
At the new customer kickoff meeting
During the implementation
After the implementation

25) Which resources do you provide for your customers: (Choose all that apply)*:

Website with white papers, case studies and webinars
A dedicated, searchable knowledgebase with solutions for specific problems
Formal, documented periodic customer health checkups
Helpdesk
Periodic virtual or physical user meetings
An online community
Specific communities for different stages in the customer journey and specific interest groups
An implementation guide with tools, templates, and best practice guidelines
An implementation guide integrated within our product at the places where you define specific configurations

26) What personnel do you dedicate to managing the customer resources? (choose one)*:

No one manages our customer resources
Customer resources are managed by other departments
Customer Success has 1 dedicated resource manager
Customer Success has multiple resource managers
Customer Success has multiple resource managers aligned with our Customer Success segmentation

27) How many marketing resources do you dedicate to CS (Choose one)*:

No one markets to our customer base
Marketing resources are managed by other departments
Customer Success has 1 dedicated marketing resource
Customer Success has multiple marketing resources
Customer Success has multiple marketing resources aligned with our Customer Success segmentation

28) How do you share and celebrate when customers reach a specific milestone in their customer journey? (Choose one)*:

We don't celebrate milestones
We celebrate internally
We celebrate with the customer
We celebrate with our community
We celebrate with the world

29) Which choices do you provide for your customers to help with setup and onboarding? (choose one)*:

Our engineers handle all new customer setup
Our CSM's cover technical setup and onboarding
We have a dedicated services team (free or paid professional services)
We have implementation partners that follow our processes in addition to our own team

30) For customers who want to do most of the setup themselves, which self-service options do you provide? (choose all that apply)*:

Free online training for all users
Paid training classes
Service marketplace with packages for specific tasks
Periodic “Ask a guru” sessions available to all customers
Self-sufficient centers of excellence at customer sites that support both setup and future needs

31) How often do your CSM's engage with your customers? (Choose one)*:

Whenever they reach out to us
On a regular schedule (weekly, monthly)
At various points in time based on our playbook
At various points in time defined together with the customer

32) For what purposes do you engage with your customers? (choose all that apply)*:

They have a technical question
They have a billing question
We are getting them to renew their agreement
We are helping them through implementation or onboarding
We want them to buy something
We want them to utilize our solution more fully
We are providing them with best practices, customer stories or benchmarking data
We are helping them get connected to other users
We are working together to set goals
We are working together to help them improve their business

33) How do you measure and validate customer success? (Please choose all that apply)*:

Qualitative Customer Satisfaction metrics maintained by your CSM’s
Net Promoter Score (NPS)
Login monitoring by user
Specific features used by each user
Number of open tickets from your support system
Progress on the implementation and onboarding tasks from your project system
Community engagement
ROI based on usage
Customer defined metrics
Economic customer events (M&A, budget cuts, new strategic goals)
Changes to customer stakeholders (promotion, demotion, reorganization)

34) Do you establish specific baselines for your customers? (please choose all that apply)*:

We don't establish any baselines
We measure baseline usage by segment
We measure changes in user login frequency
We measure changes in feature usage

35) What actions and reactions are triggered by the metrics you collect? (choose all that apply)*:

(Re)actions are up to each CSM
We use predictive modeling to correlate all metrics with the propensity to renew
We identify struggling users as well as promoters and have specific playbooks for them
We identify struggling customers as well as champions and have specific playbooks for them
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