Take the customer from Hypothetical Value to the real value, Alex Farmer

The guest for this episode of CSM secrets is Alex Farmer, Vice President of customer success at Cognite.  Alex is also the founder of Customer Success Excellence awards which separates out the doers that are propelling the customer success function forward with action. No theories please.

Check it out and nominate yourself at (EMEA and USA) https://www.customersuccessexcellence.com/.

Key secrets & insights from this episode are:

1) Customer success function is where the hypothetical value stops and the delivery of actual value begins. The role of CS is to deliver what was promised.

2) CS leaders will soon become full revenue leaders; high velocity, product led and high volume sales is here to stay.

Prediction Alert: CCO & CRO will become interchangeable and one in 5 years!

3) When incentives are not aligned, the best interest of the business is compromised.  Insider secret: Alex solved this problem by incentivizing both Sales and Customer success and increased sales even if it meant double rewards. 

4) Metrics that matter: a) Velocity of conversion b) Net retention c) Logo Churn d) CSQLs e) CSAT

Now these metrics are spoken about through the podcast, so listen till end!

5) Customer advocacy: How they improved customer advocacy through special incentives for CSMs that could bring video case studies and testimonials.

This and a lot more in this really amazing, fast paced, Say more please, Podcast!