Elevating Net Retention Rate with Capability Adoption Scores

CSM Practice - The Customer Success Podcast

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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.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- 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.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
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.
🔗 You may connect with Akash via LinkedIn: https://www.linkedin.com/in/akashsinghaf/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Designing a Profitable Customer Success Framework
🎥 Watch: Achieving 120% NRR with the OGSMT Framework
⏬ Download: How to Use Hubspot as a CS Software
#CustomerSuccess #NetRetention #TelemetryData #SoftwareAG

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Chapters

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)