Stephanie Berner
7 statements across 1 episodes · 1 bullish · 1 bearish · 1 people on the record · first statement Feb 1, 2024 by Stephanie Berner · across every show →
On the record as a speaker too: Stephanie Berner's record, appearances and statements → this page counts the times other people say the name.
Everything said about Stephanie Berner, oldest first
Feb 1, 2024
Berner: Enterprises prefer internal end-user training while smaller companies expect vendor support
“I find that, you know, when we're selling to enterprises, they want to take care of that themselves. They want to write the copy. They want to do the email campaigns. They want to actually run the trainings, but in smaller companies, they actually expect us to…”
Feb 1, 2024 positive
Berner: Early customer-facing odd jobs reliably signal customer empathy and fit
“And if people continue to opt in to odd jobs or part-time jobs or even career modes that Include a customer oriented experience. Then that tells me that they are a customer oriented person. I've hired people who've never done anything customer facing into cust…”
Feb 1, 2024 neutral
Berner: Baseline CSM ratios range from 5-10 strategic accounts to 80-120 SMBs
“My rule of thumb, like my starting point for thinking about ratios, is in your most strategic accounts, which are usually more than 500 K, you don't want to load up a person more than between five and 10 accounts. For enterprise, it's somewhere around 20 to 25…”
Feb 1, 2024
Berner: Product usage is the essential early-stage customer health metric
“The number one most important metric is some measure of customer health. That can be a really complex answer in a late stage business, but in the beginning, it's about product usage. And product usage alone is never sufficient. But it is an, a critically impor…”
Feb 1, 2024 neutral
Berner: Support and implementation staffing is a straightforward capacity math problem
“So for support, real technical support, which is break-fix, managing high volume tickets or, you know, inquiries and implementations, which is basically repeatable processes, it's a lot easier to figure out how many people you need. That is like, honestly, it'…”
Feb 1, 2024 negative
Berner: NPS and CSAT are easily gamed and less actionable early on
“In later stages, you can start to look at other metrics like NPS, CSAT, time to launch, and your implementation. Those can be great metrics. Those sometimes can be, you know, easily gamed, so they don't necessarily provide the right insight for leadership or e…”
Feb 1, 2024
Berner: Early CSM interview loops should include founders, product heads, and GTM leaders
“I think you need at least one of the founders on the loop. I think you need the head of product and or the head of engineering, and you need somebody from a go-to-market function. And I'm assuming that all of these are filled. I bias in the early days, if we'r…”