This report highlights three key challenges that organizations face when measuring customer value through customer success teams. First, many struggle to align customer success metrics with broader business goals, leading to unclear ROI and limited executive support. Second, companies often lack robust tools and processes to collect, integrate, and analyze customer data across the lifecycle, making it difficult to measure impact accurately. Third, without a consistent feedback loop and a well-defined strategy, customer success teams risk focusing on activities that don’t directly contribute to retention, satisfaction, or long-term revenue growth.

The report explores the critical role of customer success teams in ensuring long-term customer loyalty and retention, emphasizing that fostering successful customer relationships is more cost-effective than acquisition. Best-in-class organizations demonstrate their impact by leveraging data-driven metrics and aligning these with overall business goals to maximize value creation.