Customer Success Performance Indicator - Deepstash
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The eight (8) pillars

The eight (8) pillars

  • Alignment: Where is the Customer Success team fits in the organization and how does it influence (or not) the corporate’s processes and policies
  •  Team: The services and capabilities your CS team provides
  •  Segmentation: Your customer classification
  •  Playbook: What is included in your playbook and it’s used
  •  Resources: Resources that you provide for your customer’s success
  •  Onboarding: How are you helping your customer to ramp up to full productivity
  •  Relationship: Your customer engagement model


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ROI - 8th Pillar

ROI - 8th Pillar

How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status quo, and a roadmap of milestones to implement improvements.

Based on where you are in each pillar provides a score that allows quick identification of the weakest points in the status-quo, and a roadmap of milestones to implement improvements.


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Examples of the ultimate Conqueror state 1/2

  • Alignment: CS influenced the operations and compensation corporate-wide to align all teams around  Customer Success via a Chief Revenue Officer or Chief Customer Officer.
  • Team: The team is organized around customer goals (see next item) and provides a variety of services spanning account management, implementation, onboarding, training, support, marketing, and analytics.
  •  Segmentation: You shift your review of your customers from internal to external and segment them around   common goals
  • Playbook: You have a documented playbook for the entire customer journey that is used by your partners.


27 reads

Examples of the ultimate Conqueror state 2/2

  • Resources: You have a vibrant and managed community for specific customer goals and lifecycle stages.
  • Onboarding: You have an integration partner network that uses your implementation playboo0k.
  • Relationship: You define together with your customer stakeholders the frequency of touchpoints to improve their business and what progress was made towards these business improvement goals.
  • ROI: You establish benchmark baselines around customer-defined goals and present to stakeholders how they perform against your baselines.


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Generalist. Great minds discuss ideas, average minds discuss events, small minds discuss people.


The CSPI is a framework with eight pillars, used to detect weak points, define new strategic goals, enhance the team, tune the customer engagement process and optimise the technology landscape.


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