Metrics Inconsistency:

Many customer success organizations still lack standardized metrics, leading to varying interpretations of success.

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Focus on Value Realization:

Organizations must prioritize measuring customer value and outcomes over traditional metrics like NPS, which may not accurately reflect their success.

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Adoption and Engagement:

Successful measurement should include tracking high adoption rates and customer engagement, as these elements are crucial to retention and expansion.

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Harnessing Telemetry and Data:

Companies have access to vast amounts of data that can provide insights into customer behavior; leveraging this data effectively is essential for driving success.

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Core Score Development:

A new framework is emerging to better evaluate customer success through direct feedback and relevant metrics that reflect true customer outcomes.