{"id":2336,"date":"2019-08-13T13:20:18","date_gmt":"2019-08-13T13:20:18","guid":{"rendered":"http:\/\/wiki.thomasandsofia.com\/?p=2336"},"modified":"2019-08-13T17:22:34","modified_gmt":"2019-08-13T17:22:34","slug":"customer-success-manager","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=2336","title":{"rendered":"Customer Success Manager"},"content":{"rendered":"<h1>QBRs &#8211; Quarterly Business Reviews<\/h1>\n<ul>\n<li>Whos involved (as needed)\n<ul>\n<li>Customer Success Manager \/ Technical Acct Mgr<\/li>\n<li>Sales Acct. Mgr<\/li>\n<li>As required\n<ul>\n<li>Lead Tech, Tech Manager<\/li>\n<li>Customer Loyalty Mgr<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Metrics\n<ul>\n<li>KPIs, Key Performance Indicators\n<ul>\n<li>CPU Usage<\/li>\n<li>Ram Utilization<\/li>\n<li>Storage allocation<\/li>\n<li>Network \/ Bandwidth<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Current \/ Ongoing Issues \/ Satisfaction\n<ul>\n<li>Voice of the client<\/li>\n<\/ul>\n<\/li>\n<li>New Technologies<\/li>\n<li>Future Growth<\/li>\n<li>Customer Feedback<\/li>\n<li>Recap, follow up items<\/li>\n<\/ul>\n<h1>Onboarding<\/h1>\n<ul>\n<li>Introduce the team\n<ul>\n<li>Primary contacts<\/li>\n<\/ul>\n<\/li>\n<li>Ensure delivery met PO specs (QA)<\/li>\n<li>Familiarize client with product and services<\/li>\n<li>Schedule trainings<\/li>\n<li>Summary Email<\/li>\n<\/ul>\n<h1>Ongoing Issues<\/h1>\n<ul>\n<li>Project Manager\n<ul>\n<li>QdPM<\/li>\n<li>SalesForce<\/li>\n<li>Calendar<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h1>NPS Net Promotor Score<\/h1>\n<h3>2 Questions<\/h3>\n<ul>\n<li>On a scale of 0 to 10, what is the likelyhood that you will recommend us to a friend or collegue?<\/li>\n<li>Why did you rank the way you did?<\/li>\n<\/ul>\n<h3>Scoring Ranks<\/h3>\n<ul>\n<li>Promoter 9 &#8211; 10<\/li>\n<li>(Passives) Neutral 7 &#8211; 8<\/li>\n<li>Detractor 0 &#8211; 6<\/li>\n<\/ul>\n<h3>Formula<\/h3>\n<p>%Promotors &#8211; % Detractors = NPS<\/p>\n<h4>Example:<\/h4>\n<p><span id=\"hs_cos_wrapper_post_body\" class=\"hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text\" data-hs-cos-general-type=\"meta_field\" data-hs-cos-type=\"rich_text\">If you survey 100 customers, and the result is made up of 70 promoters, 10 passives, and 20 detractors, your NPS would be 50.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>QBRs &#8211; Quarterly Business Reviews Whos involved (as needed) Customer Success Manager \/ Technical Acct Mgr Sales Acct. Mgr As required Lead Tech, Tech Manager Customer Loyalty Mgr Metrics KPIs, Key Performance Indicators CPU Usage Ram Utilization Storage allocation Network \/ Bandwidth Current \/ Ongoing Issues \/ Satisfaction Voice of the client New Technologies Future ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=2336\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[51],"tags":[],"class_list":["post-2336","post","type-post","status-publish","format-standard","hentry","category-employment"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2336","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2336"}],"version-history":[{"count":5,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2336\/revisions"}],"predecessor-version":[{"id":2341,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2336\/revisions\/2341"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2336"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2336"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2336"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}