We are overloading our #csms.
Instead of a strategic, proactive role that helps customers maximize their results and product value, it becomes a catch-all for things that nobody else owns.
In part, i believe we can solve this by giving them good leading metrics (not retention or NPS, those are lagging metrics and highly dependent upon all departments).
How about:
- relationship breadth
- relationship depth
- engagement
- utilization
- business results (theirs not ours)
Curious what metrics other leaders are using to measure Customer Success team effectiveness and productivity?
