Customer Success News: Fresh Methodology. To the Moon. Scoring Low.

All the latest Customer Success tips, trends, and inspiration in one place. [View in browser](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlX5knKfV3Zsc37CgD2QN6QXKVs4-PhqW4dxdb76nnnKsW9jrRHw3Rd5dfW6K9BqZ7BLYjfW4k2xf_8RVj8nW52fmDm7-JZSLW59Qpp-5-_KqZN1NT59Nv0vtsW4kWdcr4kvnG9W7lhfcy30JRFSW90BH072ldKfpW7P1yqp7sX3RgW6_QXp53DkZFhW1cvtRc7B_cRfN652cQZ5gXDJN70G9p_bbtjfW1MvBMr4yN2l4W7dC_GF8TNp2zN30HPHySMKshVqjbnC1KsNSSW6MggPY3PlLkNVtdpkq3shnJNW31JKPH6P0gsbN5rcrnfy28CgW2fZJ433NYNNdW33MZrl8FZqhLW39CWnG7fJGfWW1r12G72wfFjcW5gxmPg1P8bz8VjSnGz3gwgkmW6Rld7q5G5Kx_VQ0swM4gZ7HbVMpHr88snc1kW8nl6Cr9dWs0jN4DBR6jkDtWwW3xW_pv1Wr4qQW1vRkgf7s2BtNW2xPBTG54r7j0W5SZZFd58NPYlW46FjK57jXs2P3d521) [SK_Newsletter-Logo-1] CUSTOMER SUCCESS NEWS • MAR 2022 • ISSUE 1 Fresh Methodology. To the Moon. Scoring Low. [Oura-Ring] Would you use an Oura Ring? Instead of your Garmin? An [Oura Ring](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmc3lScmV1-WJV7CgX1FW99-JfZ2G8gQzW75R6QF4cBH5dW1JCHW084j1GtW1NqDFp2-5qHnW9hfD-z58Gd2lN72DDDVXXgS8W5vpNrN8tcKfCW6q0ZXF4bG7XfW7QpvL_1Wtyx5W61Pkr32P13YsVGm2Cg3DmYpKN1rTT7pQwCbhW73Wy0S4LZKhtN6GSQYbDDL7JW7nVzQC5g6m7WW5Dnn682bfvFYW6QPrGg3lgGt5W955sR_6Jcys2W1G6z-N19ssrFW2NjDmM7f_b-6W2k-7cF2Pxk88W5kWQ0M4l9GwKW7QjCh72_m0fKW1CjTkj60L49mW2_LZkh98rd5vW1T0R2n6b45rC3nz31) is a sleep and activity tracker pretty much like the Garmin but it’s different. First of all, it’s worn on your finger like all rings. Thinking about it? We are too. “The point is that different innovations have different adoption rates,” says Bill Cushard. So, how do we measure them? Product adoption rate assessment as we know it can come from a [few different metrics](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmw3lScGV1-WJV7CgSdvW979kPg3Nqv8BW1qzGWS3v2WFCN602sY9kbk3PW84sv0-6zyfJMW7Xt_Yw4F14rrW4JQs4_6BkJMfW1zRjX42bp7FrW40ls8-770R9-W3h9bZN4T_8T7W6vzCZq77MWrVW2kc_0n502dLNW8VG-HR5lSy7vW4gs9hf3q7kMRW75RR2N7-G0fRW98LYW31D-3_rW6nMGF46vXVvSW5KV1B61M4Q8fVV5X4k5VF2dpW1GXm2Q4Y2GzgW85g7rC8V0-QjW7hM-4C2CgcxJW3T0wgW8P_dckW56j05w966HWVW5HF2H_22cGsjW5WxbkL6kRqw1W3x4QTT8F46ccW31CkFh7YRpVkW2s-G2T2f876n35qW1). But Bill suggests a new rate assessment methodology, which we think is pretty cool. It’s based on: Compatibility. Observability. Complexity. Trialability. and Relative advantage. Read all about it [here](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmw3lScGV1-WJV7CgVb-W51yVT02MLbckW1xkF5_1dtBfyW8N-F0S60r4z3N8_pKy3Q4VzYW1WW-Jh1JfFgfW2KR0wP1SDNT3VttT3n52bN88W7WTnZG3HylRCW4lx-NG1tQ5wYW6F6t8F9kRxbNW7NCN1n43qfy6W5jZ2HC7cNTwJW3PR4F11W185bW8vwmLc5rXJyFW3TnwJc7F83tMMc8-HjrSrk1W7PvGK87fKXhYW2p4gFj440bL-W7sLSQV3RmBwKW3_-VgV3L_Sk0W2qHNKL1w9F17LMx63pY6qnN1hBK3gRQxJFW6HSNdm23LYRDW7L2cFt7RkxQ_W4KktfH2vdnQJThmmM1N5HsQW11P99J2JZftQ3g9q1). And yes it does need a better name. [Moon-Rocket] Rocket to the Moon Surely, Srikrishnan Ganesan would have been singing [this song](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlD3lSbNV1-WJV7CgQnGW5Cz4hQ5LVzcQW3sqSsS2-tQQPW91jklP6jMzw2W1d0GXG66JDHnW6ZTkqW8W7bpfN126S9hSH98HMsjnNlPcmWCW3wj0pw7Qv6GRW3q0c0M87YtRJN4NP-5J8KJDTW8FhYtC7kBbRQW1CYwx53WTxv9W4bvvQ01BsCm4W4kD_4_6DlY4bW5Mcbv72km4NDN3rGprytbS1lW55zkcV3Q-mS5N87ZC7mF-RFcW6xySNF8DWYdyW8XvS6f1xjNc7W99326g6lr9R2N26yRcJp8xMW3gb71) when he found out that his customer onboarding software startup RocketLane has [raised $18 million in Series A funding](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMkL5knJ3V3Zsc37CgD7DVp7Gh_7nJJM5W3xZ01y3F9T2zW5yb_tX82SvDhW6VdkmM64sZcNW3y-ftq8nnZQmW8gcg-X1GMcCNW46HmmL7xp5q6W59p7b628Btm0W83BtLv8J90vlW1stpqg47pkjLW3Bnk5R1l9633W2jznkb6lJGYRW6V5F9L8_NqF8W1d86Xy8PtSnZW6r2-JW4GmQKjN4mRt50g4ZlZW5VGH0J8JRtHTW6c31gD8_sms4W3P0-Pj3Nx0qxW3d2jmB4BkkXKW8-zH_C93rjxNW5D4gZm1b5bCGW26k9172JgFjzW3rXl4V1wV8XKW2PMrvy47V-zcW6PcLs78sgtSWW6fmlNX3snBYKW3wqPHt5ZHCPfW6Z4_Fz54K5hkW2zHv4h3dZ02pVcrSXN8BQmBtW1S1crr65-n-F3qfV1). But no. Ganesan and his team [sang a different tune](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlD3lSbNV1-WJV7CgSJvW16RxJp5GQBFFN5xHXlnCHmXKW4H0VRB3q5YwxN54wWW8d-vf-W93fn6h4__wF1W6xMy0m1tc_q4W5J7vRv4wkcR-N8SMDJy4pL9XW6DPxRc4nrJ36Vjmvpl3GNYx1W3xjnt03tXbL5W6scfpt33JcPKW79PXQZ3RKKg6VLhtZ11SpYsqW3p1TJT7NXzBNW3wFxsQ5dQYV_W72s0_D3KX0JVW1FCf9w87fgWKW5zj_t32HBx0JW5fVjc33bTyg-W6x474k94v9T7W3nvmQz996RGB3czc1). Titled ‘Rocketlane - Our Story so Far’ it’s even caught [Nikhil Chinapa’s](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlk5knJGV3Zsc37CgP8QW7CQqP34m8lhdN6stbbfWftbCVDjchC8d82dnW3HNSyW1XsCzZW1J4HMV8XKg4_W65N61G5PwfsdW5d2t6V6zvgmsN5JJjmQ4jT7JW6sQY9_52x-ZDW4MKHMR7Lk-yzN5kDdk69fR1JW21VwD75plh78W979WC_3dYjdWN7_G_hrmBk40N2hzrN0xX3t7W6dnhhK58Mj98W8lRdJv7MXpB1W7n5B655Y_fJzW10-6ZK7ckkCnW8dtQr_8Dp_CRW4s6BXn3py7fzW5Pt0Qq3cvLTzW5WhKg-3M3zy3W3nfV_F1BhqFSW2N8j7b1fW1y-W4WsBwZ1Y78J5W6Kdfr5651-Y0W1pKplC1CFjSJW7r8Qk66DGcxPW79VW5M8DhwQ2W4z5p-k8-ZLlFW2ngZ4m2k5GfLW2BB8--2lLfKvW4yZGX33hnXyJW9lNQNT8_mhmgW4DmpTk97rTjX3m491) attention. Great singing, err, going, Ganesan and team! [CS-Ip-Man] Being the Ip Man of CS Are your customers able to get what they want with the same ease that [Ip Man displays](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlD3lSbNV1-WJV7CgLjDW83cYzN5796jSW5qTT872MLfnpW2bW5xn7DdlS8VNhxw08q92zmW4mrDWr652TzZW8twVCG7VLlsGW46x83g92rtQHW5WHxxg6pKB8BW5_T8vF8H-NcyW7cmhDQ4YFHKSVt1n5q4SbWzgW8dcDhz3smBHQW58LLb35R-PNMV_bMmn6v3gl9W2Nz-Kz6qXdNVW1btZ4n9m5rpWVtdSSL8Wqq0TW7fZMPb7hVdr_W3zgnxR4xjGVJW610RWz3GKKRDW5YB5h74JXvFnW3hmMSy7GKyqs32YD1)? CS hinges a lot on CES. Getting a good [Customer Effort Score](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmc3lScmV1-WJV7CgMPDW5d3bgw1N2H2tW1DT_v53MXWLyW1qffCh8kpj-XW2t2rlB5LkPYGW7RXQ5Q7JKJWGW39R5vP4WVzcgW3s2Z2K5kDNKSW3vHrY48S9y7lW70dZvK3sGYSKW1RyKPc4VgRp9W3DV3Qr3CnmJbW1Xpf3g6J3VqqW2v13dp2JdDZXW56Vj184FPzX2W416LCS3QX4rZW8rdDBd6_Dp4tN442hWdb8V9wW1DmtmV2vpz51VLQJ6M70Xx-WW4s33p-3vjQjFW3K_-bL4_9fZdW57XNsc5qhyxhN72GPwP4yX45W3XL01C5cF0LcW8wFB3C3mV--4W6h7G0X8bQYCG35LV1) tackles multiple common challenges that customers face at once - onboarding, support, adoption, etc. This is one place where you do not want high scores. Matt Dixon [speaks extensively](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmc3lScmV1-WJV7CgPzPW1xWy0d1M-z2yW8WJqCT1TG24sW19Sb1d4mxL9nW199Zpw906_ccW4G2v5s3s_5x-W8S457c8BvQyCM5Tkxb8vPj4W6By3yR2C9-0fW10Xl3912pv_WN6K4XdY4lFgpW6n8sXk3Mk1YdVc38Mm5wLqvnW1vj37D1FBfSNN1BrynS4HckPW7GLLZR61bPCXW1NGypr7Zn9SGW2jsMVj8QwVD1W5x99nB4szFCGW4RnLgg7LNx_MW6JMXrL5Q9Q1wW3RJjC63J_jKjW8ZlBJj8WgLtJW28K0YZ5S7XdKW5BMzgr65nNCsW8Trc8d3FYSvPW4ym6_k51HXzH3jwT1) about the insights from his groundbreaking book on achieving and retaining customer loyalty by keeping CES scores low. It’s something that keeps Jan Young awake at night and her [thread here](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMkL5knJ3V3Zsc37CgXFWW3_6rvN2pbMw4N5N3Gt0WWxtnW2_L0s25fH2YZW5flMtd984J6PN71cYF0S6FFFN8TrjYBMWFxgW6yZ8_69bK8yfDdfcXckZz3N5FS-nxfDn0hW5q8CQZ51wXWWVSc6xV2BKxypW69mcWc4RwpMbW5qt-hH14yp8NW7BRBRV2z3rY5W67dj6F9lgnSdW6WHTSK1S0ypVW641tZ81xNY2KW5mnQWy4370PlN3Rqrxb9WxgQW3X8_F37YwnhsW2J_4vL3LLhHJW39d_Wt20W7kcW6ZH2-Z4LlKQcN6050JYYDRSfW6f42nD83X1MxW9g0CzX7ZbHvhW4ydN731xcZnqW7KFJM12smfrkW7nHdfV3QGjH5W7N9H3g6Nc8z7W6fGpK82dz36FW4RFkw97_S6H_35H-1) is filled with insightful comments. So, how much effort are you putting into being effortless? [Key-Moments-for-CSM] Call me CSM We all can’t make as majestic an entry as [Jack here](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlD3lSbNV1-WJV7CgSRGW7G32-96F5C32W2pX7WS9grZzqVx8Jln54lClQW6cmrDn6SmsT-W7VWxwn2Mn6KCW2XYz0s1T-L55W3LtHJd5BZG78W6xFWR15zylwqW6hrhhm5xsY3FW8C1ycY8xKKNLW2vRNJs1QVRJzW74n2Kh4qSd41Vc7Pwq5zCTNzW2_cXnd34JrtxW5w5YvF1sSvBbW2JxvvX5x3cs8W2c59L_8FtMKdW1sg36k6FLGMxW6wT0GK3QS9NrW53M-Zh94mZk0W695Mn75SshX4W4M8VBY2zr-5x35pf1) but we can time it to perfection. A CSM has to come on the scene at the right moment to create the [most value](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMkL5knJ3V3Zsc37CgzNsW5qxk_s6LlC_VW1yBFSS6WVCLxVCdrP53mm8C5W4qd6pQ8--Z_5VN1lnN5h-D46W4_ZW_T6Mz_SpW3Btj1k6NsXnyW5gjSVQ6vKvwnVtRBLC8fBMNxW8SMpQd5tvfYmW691KN62BtlvFW8x3h3N3XPWj2W3SsMXQ7wqrkpW1dnZJN44MpQQVZx5-374D1bgW89XyyF8rFV0BMlgkqLZQMDVW8BNtXY1YKHKcW4m-pv11krXptVcmL4t7kqMj8W3bQ23L99R7rJW29hf3j89TFq_W1GLDYk282nzFN4jRwphQC2-hW3lg6m28Gc8hFW3gYWlb7xc0mrW3Dqtcb7mcLtbW7NzV3N8Ds3_bW5ZXB5S5LsM87W4Sq80p87fXYdW4dDyDy7t3-QNW79X3DF8DyWYB3k_m1) for the customer. Russ Drury defines three ‘key moments’ at which the CSM can jump in, in the customer journey. We thought [his diagram](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmc3lScmV1-WJV7Cg-ybW6SvqMQ4q9y3HW5q00yH4SpK-fN3rDwk2LjvBcW8TxJp81CV8h1W14D9lw28HsgxW5fsdv368zy36W2-6t1Z1zkPrsW6KnsFB8yBZZvW4dXnpV8yTZ11V5dvls6M2tLxW8Db-kb2kd53hW3rk6PV2hn49rW3rWJRG1ns01dW8GDN2559lFHtM-lmBbKHc1pVV9KG62-p2cRW1Gcf3y2w2kRQW1KlWBS3qBTFkW386xm75yqWkTW6lpzKM6xV9Z-W2Px17z8B-KSJW8C80Nw3mv_nyN7m04yw9_W6RW53s5zV6wS0J0W5BWwfS7V_JRNW82m1ly4XZsr43ht01) plotting these moments was really neat. And that leaves us with one last question for this issue… [CS-Animal] Are you a friendly lab or a transformative butterfly? Gainsight’s Nick Mehta [posed this fun question](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmw3lScGV1-WJV7CgJV1W7cYP4G3TfYMXW4gpfpJ8qNW-yW8shr401Xs4W0W27n8X-45gdVmW4jb3gP8x6s1ZW8mdqpC6yv7PsW3N3F_p7rnNskW6cN4BH7YQj_JW5YVD2M14SgTRW1n1DfZ4WMJC_N2mRcClV3NzxW9dl1jP7hHMFbW2_WG3S6f74Y9W6mpXkC2n6p1DW6h2Lbc5czrVSN7z-CK-rfqY3W5vjhsy85R4FYW58ZBS53hMpTQW1QDXNB3Fw1kzW1lDlXl4xmTMRW4__ckh6DggYhW1656__8GljVKW3NDhCv7JMThBW5sM6NW6gJNLKW1P8Fx93-KB-SN231lxSXPw8wW1qnTBY4pdqzzW97bFq84xvg8H2Bs1) on LinkedIn to find out what animal best represents the qualities of your CS team. There were loyal Labradors, fearless honey badgers, wise owls… all qualities essential for slaying success. So, what are you? [SK_Newsletter_LatestGreatest-Header] [Recording_Thumbnail_260px](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlD3lSbNV1-WJV7CgBcWW8KCyym8N5CJlW51q2J_85f2XqW5HHSz02MFF_WN209P_ZRhwsvW6R-cRL8Lt0dlW7lSYJK1JtkD-W1Jh3x-9f9MLFW6D9hRr3j3sWmW7sNDYk5YvjMtW7c_5fw13z4gCW9lf3J47bkQD6W3xX3rK7m2vj6W917XFr42zCDjV89Gjb8Gv3NbW1XwfBw4lS5MdW1-wstd7N_TJjW2wHQQf2H2MvmW2Nbdgg8wX38TW4CkD_X1yXJmjW3xqkvz87r_sbW2rsSFz2nTrJRW7n5jnn4vmTbx3cvR1) Webinar Recording 🎬 Watch the full recording of our recent, widely popular webinar Customer Success: Learnings from 2021 and What Lies Ahead in 2022. [Watch Webinar Recording](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMlD3lSbNV1-WJV7CgDDZW8L8yGb33WbHsW4Wk3mn7xXg4_W8nYNVj48vztQW2p7MJL990ZKFW1V0LtR5mxh9rW5zcMnN8WpXjbW3fW8QP8jgGMHW13p_1J2Yp0j9W5m89Y58QV00WW59z_cJ5MyL_gM_C1RwjnDthW6bZg6L1zjfwMN6H6gq7zbpKnW7CRRDL3-76h8W2lY92h5x4R8yW27cHJq5rgWkGW6Z9pQb7KMJcCW2ZYvXN1nr0x_W3y6bDv5B7BSqW1qScKb3YfJ6XW1VbgNF3m33R0W4-Dj0S858pQ336Tw1) [Webinar-The-Customer-Centric-Company](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmw3lScGV1-WJV7CgBTgW1Z9fyM2-J46lW8PyNnq2bLxp3W30xB863q6_F-W8kNQkB3Jk7-gN2jXHBJdv8bmW86NvrY5jZYmpW3skG-y3T9HNtW7_jFfS222GqKW2vJ2tw72qblFW92N6V04Jskj7Vt3l3J7_hlp9W23qnK_1_8Z3TW7gtqKH4_Q42yW95KZXw8TpwbTW94Jr3t7rPsQXW3p3SZ94gX06mW8djPXS7yn4-VW5gdqkS4mqRZTW136PWY1mjBxLW1DNX587Txf-ZVZ-t4g68vdbTW4m9_bB5g6_rCW5fBnrJ68TyWpW8XJSmt8NRbl3W350v-_7M8-0_W1F8sZK8Yw60wW56c0G5887dt6W562-Ns1s9LBw3dKl1) Upcoming Webinar 📣 1 week to go! Join Andreas Knoefel and Prithwi Dasgupta in the 3rd edition of the CEO Webinar Series on Wed, March 23. [Register Now to Save Your Spot](113/d2rn9K04/VVNxgS9kCt-zW2yjM7k4DWptTVkMXxJ4GKYGCN5NMMmw3lScGV1-WJV7CgBFcN7tl3RxqcccVW1vXMfb4j_H6-W16J3Jn448f0JN72tPQj-J2CBW6PJ7K16DTg4-VJ7YQd1x9YTvW4TzDSz6j15NFV51sLS5S_WZgW2P0b6-8c1JZLN1jzhhZg1b8nN8Rqy4n5PfgpW7nFD097QLjJDW3zpTW55tb_wvW53GC5b1w-cDcW6Tf6Xy7S-dGSVv7-Y63kNsGJW180x8S5x1FL6W5w-JCc5JjBxgW9hZs5D2t8r05W8f2jsc677ddWW5QJ_K36SJsl6W28m7KB53b10BW4qmky3821SzCN8sHlfPr4VV9W1pfS791sZZZfW2vS07z55rp1CW3FnHQy7K0LX3W6FPJ6Q34d_Cc3mvT1) Need a deeper dive? Explore the SmartKarrot platform or book a demo today. 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