I hear this question a lot these days..
Generating customer success is a company-wide initiative.
Every department plays a part.
However, CSM teams directly impact customer relationships and outcomes.
That leads to net revenue retention for the business.
***But measuring net retention takes too long.***
So we need leading indicators.
- quality / depth of relationships they maintain
- the levels of customer engagement they generate
- the adoption initiatives they complete
- the expansion opportunities they identify
What metrics do you use to *show* the ROI of the company’s investment in CS people, process and technology?
View Original Discussion and LinkedIn