Sales and Customer Success surveys and trends

Sales and CS community - Trends

Surveys - Q1 of 2022

Q3, Q4 - 2021

How does your company structure ownership of upsells?

Partnership with Sales & CS
Sales Owns
CS Owns
Other (see comments)

437 votes, 18 comments

What Customer Success tool are you curently using?

ClientSuccess
Catalyst
Gainsight
Strikedeck/Churn Zero,
other (see comments)

510 votes, 65 comments

Should B2B companies stop using NPS?

Yes
No
Maybe .

353 votes, 128 comments

What is the most common onboarding risk

Bad Use Case
Poor Customer Processes
Implementation Scope
Customer Resources

266 votes, 31 comments

How is your CS org learning from each other

Meetings
Slack/CS tool/Email
All of above
None of above (comments)

311 votes, 38 comments

How did you land in your last CS role?

Submit resume - trad. way
Recommended by someone
My personal brand - Linkedin
Other (see comments)

890 votes, 95 comments

Do CSMs recieve bonus for increasing upsells

No
Yes, based on team performance
Yes, based on ind. performance
Customer Resources

359 votes, 22 comments

Have you taken a CS course
‍

Yes!
No, I don't think its needed
No, but I plan to
Other (see comments)

452 votes, 82 comments

What do you do when your customer has been acquired?

CSM calls existing client
Our execs reach out
Sales re-sells to new entity
None of above
(see comments)

290 votes, 46 comments

Do you have dedicated 'Customer Marketing' headcount

Yes, lives in Marketing
Yes, lives in Customer Success
Yes, elsewhere in business
No, does not exist

118 votes, 4 comments

As a CSM are you adding your main PoC to your Linkedin

Yes
No
It depends

794 votes, 60 comments

Customer success leaders - what do you spend your time on?

Customer interaction
Team - reviews, coaching
Planning & tracking
Design/optimizing CX

178 votes, 19 comments

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