Using the right metrics to measure the value a customer gets from your products/services.
Measure the Customers’ Success
#customersuccess #customerexperience #customersuccessmanager A common customer success misunderstanding. What are the metrics you use to gauge customer success? NRR? NPS? ACV?
Most vendors tend to make the mistake of measuring CS metrics from their perspective; that is their own success in retaining and building a customer.
Totally the wrong perspective!
As the name implies it’s about the Customer’s Success. The focus of the metrics needs to change from no of incidents handled, problems solved, changes made to: %increases in:
1) key business services availability,
2) employee productivity,
3) employee experience,
4) business revenue,
and then you can relate this to the usual ITSM numbers to show how well your support teams and systems have performed in helping the customer achieve these planned milestones and objectives as they execute their IT transformation journey.
Do you have a Transformation Plan?
Do you have a Success Plan for each of your customer?
And more importantly, do you follow it and use it as the basis for growing the business with those customers and building the references and cases for attracting new customers.