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Elevating Net Retention Rate with Capability Adoption Scores

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Manage episode 433314629 series 3460873
Inhalt bereitgestellt von Irit Eizips & CSM Practice, Irit Eizips, and CSM Practice. Alle Podcast-Inhalte, einschlieรŸlich Episoden, Grafiken und Podcast-Beschreibungen, werden direkt von Irit Eizips & CSM Practice, Irit Eizips, and CSM Practice oder seinem Podcast-Plattformpartner hochgeladen und bereitgestellt. Wenn Sie glauben, dass jemand Ihr urheberrechtlich geschรผtztes Werk ohne Ihre Erlaubnis nutzt, kรถnnen Sie dem hier beschriebenen Verfahren folgen https://de.player.fm/legal.

Send us a text

How can telemetry data and capability adoption scores drive higher net retention?
Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and telemetry data to elevate net retention rates.
๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’
- Implementing capability adoption scores to drive product adoption and reduce churn.
- Leveraging telemetry data for proactive customer engagement and risk mitigation.
- Aligning customer success efforts with go-to-market teams for cohesive strategy execution.
๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“
Akash Singh was recently recognised as top 24 CS Leaders for 2024 by Customer Success Collective. 20+ years' experience with high-tech companies like Telstra, Adobe and Dynatrace. He has been in the CS roles for the last 10 years and have been fortunate to build multiple CS practices and teams in Australia and in the US. Currently leads CS team for Software AG's Asia Pacific Japan region. Akash lives in Sydney and runs CS Meetups to build a like-minded community of CSM's on behalf of London based Customer Success Collective.
๐Ÿ”— You may connect with Akash via LinkedIn: https://www.linkedin.com/in/akashsinghaf/
๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’
๐Ÿ“‘ Read: Designing a Profitable Customer Success Framework
๐ŸŽฅ Watch: Achieving 120% NRR with the OGSMT Framework
โฌ Download: How to Use Hubspot as a CS Software
#CustomerSuccess #NetRetention #TelemetryData #SoftwareAG

๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download.

2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š?
Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more.

๐Ÿ“Œ Visit our Website - CSM Practice

  continue reading

Kapitel

1. Intro (00:00:00)

2. Challenges at Software AG (00:04:35)

3. Capability Adoption Score (00:08:58)

4. Telemetry Data Usage (00:10:50)

5. Outcomes and ROI (00:15:16)

6. Structure of Capability Adoption Scoring (00:18:25)

7. Transaction Metering (00:21:39)

8. Catching and Mitigating Risks Early (00:24:16)

9. Expansion and Upsell Opportunities (00:27:50)

10. Agile Approach to CS (00:30:26)

11. Recommended Resources (00:32:28)

135 Episoden

Artwork
iconTeilen
 
Manage episode 433314629 series 3460873
Inhalt bereitgestellt von Irit Eizips & CSM Practice, Irit Eizips, and CSM Practice. Alle Podcast-Inhalte, einschlieรŸlich Episoden, Grafiken und Podcast-Beschreibungen, werden direkt von Irit Eizips & CSM Practice, Irit Eizips, and CSM Practice oder seinem Podcast-Plattformpartner hochgeladen und bereitgestellt. Wenn Sie glauben, dass jemand Ihr urheberrechtlich geschรผtztes Werk ohne Ihre Erlaubnis nutzt, kรถnnen Sie dem hier beschriebenen Verfahren folgen https://de.player.fm/legal.

Send us a text

How can telemetry data and capability adoption scores drive higher net retention?
Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and telemetry data to elevate net retention rates.
๐‡๐ˆ๐†๐‡๐‹๐ˆ๐†๐‡๐“๐’
- Implementing capability adoption scores to drive product adoption and reduce churn.
- Leveraging telemetry data for proactive customer engagement and risk mitigation.
- Aligning customer success efforts with go-to-market teams for cohesive strategy execution.
๐€๐๐Ž๐”๐“ ๐Ž๐”๐‘ ๐†๐”๐„๐’๐“
Akash Singh was recently recognised as top 24 CS Leaders for 2024 by Customer Success Collective. 20+ years' experience with high-tech companies like Telstra, Adobe and Dynatrace. He has been in the CS roles for the last 10 years and have been fortunate to build multiple CS practices and teams in Australia and in the US. Currently leads CS team for Software AG's Asia Pacific Japan region. Akash lives in Sydney and runs CS Meetups to build a like-minded community of CSM's on behalf of London based Customer Success Collective.
๐Ÿ”— You may connect with Akash via LinkedIn: https://www.linkedin.com/in/akashsinghaf/
๐”๐’๐„๐…๐”๐‹ ๐‹๐ˆ๐๐Š๐’
๐Ÿ“‘ Read: Designing a Profitable Customer Success Framework
๐ŸŽฅ Watch: Achieving 120% NRR with the OGSMT Framework
โฌ Download: How to Use Hubspot as a CS Software
#CustomerSuccess #NetRetention #TelemetryData #SoftwareAG

๐Ÿ‘‰๐Ÿป Whenever youโ€™re ready...If you're an ๐˜ฆ๐˜น๐˜ฑ๐˜ฆ๐˜ณ๐˜ช๐˜ฆ๐˜ฏ๐˜ค๐˜ฆ๐˜ฅ ๐˜ฆ๐˜น๐˜ฆ๐˜ค๐˜ถ๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ถ๐˜ช๐˜ญ๐˜ฅ๐˜ช๐˜ฏ๐˜จ ๐˜ข ๐˜Š๐˜š๐˜” ๐˜ฑ๐˜ณ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ค๐˜ฆ ๐˜ง๐˜ฐ๐˜ณ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ช๐˜ณ๐˜ด๐˜ต ๐˜ต๐˜ช๐˜ฎ๐˜ฆ, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1๏ธโƒฃ ๐™Ž๐™ฉ๐™š๐™–๐™ก ๐™ˆ๐™ฎ ๐˜พ๐™ช๐™จ๐™ฉ๐™ค๐™ข๐™š๐™ง ๐™Ž๐™ช๐™˜๐™˜๐™š๐™จ๐™จ ๐™†๐™‹๐™„ ๐˜พ๐™๐™š๐™–๐™ฉ๐™จ๐™๐™š๐™š๐™ฉ
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matterโ€”scale smarter & grow revenue. Click here to download.

2๏ธโƒฃ ๐™…๐™ค๐™ž๐™ฃ 11,000+ ๐˜ฝ2๐˜ฝ ๐™€๐™ญ๐™š๐™˜๐™ช๐™ฉ๐™ž๐™ซ๐™š๐™จ ๐™–๐™ฃ๐™™ ๐™‡๐™š๐™–๐™™๐™š๐™ง๐™จ
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Donโ€™t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3๏ธโƒฃ ๐˜ฝ๐™ช๐™ž๐™ก๐™™๐™ž๐™ฃ๐™œ ๐™ค๐™ง ๐™‡๐™š๐™–๐™™๐™ž๐™ฃ๐™œ ๐™– ๐˜พ๐™Ž๐™ˆ ๐™๐™š๐™–๐™ข ๐™›๐™ค๐™ง ๐™ฉ๐™๐™š ๐™๐™ž๐™ง๐™จ๐™ฉ ๐™๐™ž๐™ข๐™š?
Building a CS practice for the first time doesnโ€™t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS teamโ€”without the guesswork & costly missteps of figuring it out alone. Learn more.

๐Ÿ“Œ Visit our Website - CSM Practice

  continue reading

Kapitel

1. Intro (00:00:00)

2. Challenges at Software AG (00:04:35)

3. Capability Adoption Score (00:08:58)

4. Telemetry Data Usage (00:10:50)

5. Outcomes and ROI (00:15:16)

6. Structure of Capability Adoption Scoring (00:18:25)

7. Transaction Metering (00:21:39)

8. Catching and Mitigating Risks Early (00:24:16)

9. Expansion and Upsell Opportunities (00:27:50)

10. Agile Approach to CS (00:30:26)

11. Recommended Resources (00:32:28)

135 Episoden

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