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Customer Success: Metrics are worthless if you don’t deliver outcomes


Why is it that things always move towards becoming more complex? If you’re not careful, complexity leads to overwhelm, which leads to procrastination, and then we just turn our attention to what to have for dinner. Take Customer Success, for example. As the positive impact of the emerging discipline of Customer Success has become more widely understood, new metrics, systems, approaches, and models abound. If you’re considering launching a Customer Success program for the first time or optimizing how your team works with clients, how do you know when exactly to “flip the switch” to launch a CS program? Here’s…

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