38 min
The Value of the Intangible – How Customer Success Can Help Create & Discover Hidden Success Metrics
CS today is working with well-established generic metrics measuring success in a quantifiable manner catering to both, the vendors perspective for qualifying and quantifying their customer (portfolio) and the customer perspective supporting sponsors and stakeholders to understand the value coming out of their investment. But next to NPS, ARR and CSAT what about the more silent, more volatile and hard to measure “intangible” metrics impacting our customers success, objective & purpose? How can CS and the customer mutually unearth and implement those to measure for example the effect of time savings, “Wow” effects and “Aha!”-revelations?"
