Failing at Customer Success? Add Recursion to the Value Chain

In B2B situations, customer outcomes are far more likely to correspond to quantifiable key performance indicators (KPIs) like customer profitability, productivity, cost savings, etc. Customer delight might very well be on this list, but it is far more difficult to measure. We can thus come to the reasonable conclusion that customer success initiatives will only be successful if the people responsible for it take their focus off of inward-facing metrics like churn, upsells, and cross-sells, and instead give their full attention to such customer outcomes.

Just one problem: in the B2B scenario, simply focusing on business KPIs as business outcomes still falls short as a true metric for customer success.

read more