Leading from the customer perspective means using measures that represent your customers’ success.
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Who decides what metrics illustrate a support team’s success? Greg Skirving, Director of Customer Support at Clearpath Robotics, has the answer: Your customers. Greg believes that the metrics that matter most are the ones that reflect the value your customers hope to achieve with your products. While CSAT and NPS are a significant part of measuring customer experience, it isn’t the ultimate goal. When structuring his team he asked customers what was important to them and what trends they needed support to monitor. Leading from the customer perspective means using measures that represent your customers’ success. When done correctly, this practice leads to more proactive support, more meaningful ticket prioritization, and tangible executive summaries on the health of your customer base.
In Conversation with Greg Skirving, Director of Customer Support at Clearpath Robotics
First and foremost. Greg advocates for alignment across all functions. From sales to engineering, there must be agreement on what impacts a customer’s business. He describes the example of determining a minimum production requirement for each customer. In the Clearpath Robotics world, robot uptime is vital to a customer having success. Every customer has a minimum number of robots that must be active at any time, and if for some reason they drop below that, Greg’s team can easily recognize a problem and jump into action. Proactively providing support based on signals allows the team to state clearly: Here is how we help your strategy. If you want to align with customer objectives immediately, you need to be a partner to them from the start, avoid cookie-cutter metrics, and always focus on the customer’s perspective.
Join our conversation where Greg goes more into details on achieving this outcome and what the next steps are for his initiative.