How to define KPIs for CS teams? What are the consequences of choosing the wrong KPI? And how can we make sure that the KPIs we choose really cover all of our goals? 

KPIs are the growth engine of almost every startup company. A well-defined KPI can boost up revenues, while an inaccurate one can shift the focus from what’s important. 

This week Darya Wertheim spoke with Tom Ronen, Head of High Touch Customer Success, and Nir Fogel, Head of Client Services, about one of the most challenging areas to set KPIs in - Customer Success teams.

They Discuss three main dilemmas related to the topic - Is it better to define individual or team KPIs? Should you connect the KPIs to compensations? And what encourages more growth - Leading or Lagging KPIs?  

*A short clarification before you listen - we know that the term CS can relate to different teams in different companies. At monday.com, when we speak about CS teams, we mean groups that help the client implement and scale with the product, and not Customer Support. 

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More relevant episodes: 

SaaS Metrics Foundations series 

Ep. 28 - how to define and measure success with Gil Hirsch 

Ep. 53 - Leading with KPIs with Gil Hirsch 

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Product and Sales are two departments that are traditionally at odds. While sales reps request certain features in the product to close a deal, the product managers work according to a pre-defined roadmap. Even though both of the departments aim for the company’s success, they usually see different ways to get there. This miscommunication can eventually cost the company a lot.

So how do you align the sales and product departments? How do you build processes that improve workflows between departments? And why having a shared KPI isn’t enough for both parties’ success?

This week we are talking to Leah Bauman, Product Alignment Manager, and Nir Goldstein, VP of EMEA & APAC Sales at monday.com, who will share the process of creating and defining the new role of Product Alignment, the challenges in creating a bridge between potential customers needs and the product roadmap, and how having a dedicated owner for a process already generated more than 2$ million dollars in the past year, and made many customers happier.

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What are the most important things to focus on when building a partnership program? How to define an ideal partner profile? And how to create that initial reach with relevant partners?

Startup for Startup Unplugged: Partnerships event was held on November 18th, and in this Recap episode you’ll hear a few insights from two of the sessions.

In this week’s episode we hear Asaf Fradkin, Director of Strategic Partnerships, and Barak Zigdon, Partnerships and Global Resellers Manager at monday.com, share what are the key elements to focus on when starting a partnership program and how to initiate contact with partners in a way that will lay the foundation for a long term relationship.

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