We aimed to bring Vero’s vision of authentic social interaction to life by focusing on seamless design and user privacy.
Mike Carter
Founder
We aimed to bring Vero’s vision of authentic social interaction to life by focusing on seamless design and user privacy.
Mike Carter
Founder
Customer Success Leaders often struggle to connect the dots between leading indicators driven by Customer Success Managers (CSMs) and the business outcomes stakeholders care about most. This article explores practical strategies to bridge the gap and make a compelling, data-driven case for Customer Success.
Customer Success Leaders often struggle to connect the dots between leading indicators driven by Customer Success Managers (CSMs) and the business outcomes stakeholders care about most. This article explores practical strategies to bridge the gap and make a compelling, data-driven case for Customer Success.
Challenges
Introduction
Customer Success (CS) is increasingly recognized as a strategic function that directly impacts revenue, customer retention, and long-term growth. However, many CS leaders struggle to communicate this value effectively. Despite a wealth of data, the connection between the proactive work of Customer Success Managers (CSMs) and lagging indicators like Net Revenue Retention (NRR) or reduced churn often feels tenuous. Misusing terms like "correlation" and "causation" or relying on incomplete metrics can undermine credibility. This article provides actionable insights and best practices for using data to demonstrate the value of Customer Success effectively.
Challenges
Introduction
Customer Success (CS) is increasingly recognized as a strategic function that directly impacts revenue, customer retention, and long-term growth. However, many CS leaders struggle to communicate this value effectively. Despite a wealth of data, the connection between the proactive work of Customer Success Managers (CSMs) and lagging indicators like Net Revenue Retention (NRR) or reduced churn often feels tenuous. Misusing terms like "correlation" and "causation" or relying on incomplete metrics can undermine credibility. This article provides actionable insights and best practices for using data to demonstrate the value of Customer Success effectively.
The challenges Customer Success leaders face are multifaceted.
Customer Success leaders often grapple with proving their department’s impact. The difficulties arise from two primary issues: the complexity of measuring CS impact and stakeholder expectations. Many CS activities, such as proactive engagement, user training, and stakeholder alignment, influence outcomes over extended periods. These activities often correlate with improved NRR or reduced churn but rarely present a straightforward causal relationship. At the same time, CFOs and CEOs expect concrete data that ties investments in CS to measurable financial returns. Without this, Customer Success can be seen as a cost center rather than a revenue driver.
The challenges Customer Success leaders face are multifaceted.
Customer Success leaders often grapple with proving their department’s impact. The difficulties arise from two primary issues: the complexity of measuring CS impact and stakeholder expectations. Many CS activities, such as proactive engagement, user training, and stakeholder alignment, influence outcomes over extended periods. These activities often correlate with improved NRR or reduced churn but rarely present a straightforward causal relationship. At the same time, CFOs and CEOs expect concrete data that ties investments in CS to measurable financial returns. Without this, Customer Success can be seen as a cost center rather than a revenue driver.
Latest projects
Customer Success
Customer Experience
Reframing Customer Success
Customer success is not a monolithic solution.
Customer Success
Customer Experience
Reframing Customer Success
Customer success is not a monolithic solution.
Customer Success
Avoiding the Conundrum that “You’re Going to Fix Churn”
Why pinning all churn problems on Customer Success alone sets everyone up to fail.
Customer Success
Avoiding the Conundrum that “You’re Going to Fix Churn”
Why pinning all churn problems on Customer Success alone sets everyone up to fail.
