Connected Growth: How to Improve NRR by Focusing on Customer Outcomes
Everyone in Customer Success talks about enabling customers to reach their objectives. It’s why we exist. But how many companies are actually translating customer outcomes into their metrics of success? Surprisingly, most of us are not able to accurately measure whether our customers have achieved, underachieved or overachieved their outcomes. In fact, our customer outcomes live inside slide decks for success plans, or handover notes from sales to success and is seldom baked into a measurable part of our product. Today, the gold-standard metrics of CS teams are Net Revenue Retention, Products Per Customer, Product Usage and ARPU. But those metrics are only indicative of how effective we are at our own growth. And that’s not a true measure of customer success. In this session, we will demystify the customer outcomes metric, help you define one that makes sense for your company and inspire you with ideas on how to truly scale your customer’s success.
