Scaling Customer Success: Building the Customer Success Center of Excellence

© The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature 2023

C. Madhwacharyula, S. RamdasScaling Customer Successhttps://doi.org/10.1007/978-1-4842-9192-4_5

5. Key Metrics and Beyond

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

What you can’t measure, you can’t fix.

Metrics are vital to effectively measure the value of a Customer Success organization. But you need to use the right metrics in the right way. To illustrate this, let’s consider two different scenarios in which they were not. In the first, a Customer Success executive was responsible for presenting his organization’s ROI and accomplishments to the board. His CS CoE was capturing a large quantity of data from extensive listening posts ...