How to define KPIs for CS teams? What are the consequences of choosing the wrong KPI? And how can we make sure that the KPIs we choose really cover all of our goals? KPIs are the growth engine of almost every startup company. A well-defined KP

SFS Talks: Aligning the Product & client facing teams

Dec 21st, 2020 39m 31s

Product and Sales are two departments that are traditionally at odds. While sales reps request certain features in the product to close a deal, the product managers work according to a pre-defined roadmap. Even though both of the departments ai

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Recap: Customer-Centric

Jan 13th, 2020 8m

Our 3rd recap revolves around being customer-centric – which sounds like a nice catchphrase, right? However it’s a huge task for any company, specifically ones that are scaling rapidly. To make this challenge more actionable we want to give you

SFS Talks: Turning 30k Support Tickets a Month Into Actionable Insights

Mar 18th, 2019 50m 7s

Customer Success is the one team in the company that receives feedback from every shape and size of customers; whether they’re coming from a trial or paying and large or small accounts., paying, large or small accounts. We receive roughly 30,00

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