33 lines
1.8 KiB
Plaintext
33 lines
1.8 KiB
Plaintext
* Discussion about Metrics
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- Attendees:
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-- Katlin Hess
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-- Erin Boyd
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-- Norm Rasmussen
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** Notes:
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- How does G2 measure ROI with the academy? What is success?
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- Currently a bit fuzzy - churn and retention is a shared goal
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- They use V2 MON - GRR, ARR, NRR
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- Number of Logos & what is their spend on us
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- Engagement metrics - G2U falls into engagements
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- Since Katlin joined engagement has gone from 67% to 100%.
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- Last quarter was 96%.
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- Sad news was that a TON of customers churned. That's what led to an increase in engagement.
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- First goal: how to get the 67% to 75%. Then hit 94, 96, 100.
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- Obvious that only a small group of customers weren't engaging.
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- Currently implementing a predictive model for why people churn.
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-- So far uncovered 10 items as to why churn happens (for G2 specifically)
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- Katlin doesn't have that information yet.
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- Creating a growth CSM model - each CSM currently has a HUGE book of business.
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- Onboarding playbook and courses which will be measured on adoption score. How does it compare to other segments.
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- Adoption score not new overall. "Dotted line metric" for marketing. But only now being applied to G2U.
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- Only now starting to look at the impact of G2U.
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- They want to explore the percentage of their customer base involved in G2U per quarter
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- Q1: 11%, Q2: 14% - at launch it was 25%.
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- What is the line for G2U? > 0% in a course.
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TODO: Discuss in Dec/Jan - how to measure success in G2U? What metrics are important.
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- Does Northpass factor into Customer Health scores at all?
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- G2 doesn't use a Gainsight-like tool. CSMs use Salesforce, but customer health info is in many different systems.
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- Katlin asked if I can keep sharing what our other customers are doing for metrics. No one seems to know what they
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need.
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