Goals before Metrics
By Ellie Wu
There is no single definition of Customer Success because the very charter to "make customers successful" varies immensely with each engagement and organization's maturity. The well-meaning, hard-working CS teams all strive to do more, and we want to avoid efforts made in vain.
My curiosity has led me to ask hundreds of CSMs about their roles and how they measure their success. How many do you think gave a strong, confident, clear-cut answer to both?
How would you or your teams respond?
Some other great resources on this topic:
- CSM Practice's Customer Success Metrics and Dashboards for the Analyst Enthusiast
- Goals, Metrics, and How to Succeed in Customer Success from Totango's meetup w/ Kristen Hayer
- The 3 Customer Success Metrics You Should Be Measuring from Drift
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