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Reusable CES tracking setup we share with new CSMs

cole_okafor_7c7fa

Posting this for self-serve users. We care most about time-to-resolution and I'm not sure journey alerts is the lever. Talk me out of it?

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Comments

elena_dunn_2605c

Honestly session replay didn't move CSAT for us. Segment did more.

bea_okafor_88bfc

+1. The Jira step is where ours kept breaking.

nina_soto_5e6ed

+1. The Snowflake step is where ours kept breaking.

nina_pace_082d8

+1. The Slack step is where ours kept breaking.

nina_pace_0ca5f

Worth checking your CES window. Ours was skewed until we narrowed it.

liam_pace_6535a

Worth checking your the health score window. Ours was skewed until we narrowed it.

dana_sato_fb21c

Following. We're about to do the same thing for renewals at risk.

sam_frei_64533

+1. The Microsoft Teams step is where ours kept breaking.

hana_sato_2bce3

Worth checking your CSAT window. Ours was skewed until we narrowed it.