Measuring Customer Success: Strategies and Insights
Intro
Measuring customer success is a fundamental aspect of customer relationship management. The methodologies used in evaluating customer success provide valuable insights for businesses. Different indicators can illustrate how effectively a company meets its customers' needs. Understanding customer feedback helps translate satisfaction into loyalty.
A comprehensive assessment often combines qualitative and quantitative measures.
Key Points
- Performance Indicators: Establish what key performance indicators (KPIs) showcase success. This includes revenue growth, customer churn rates, and service efficiency.
- Feedback Significance: Pay attention to customer feedback, as it acts as a loyal thermometer of satisfaction and expectations.
- Best Practices: Identify proven methods to support successful customer relationship management frameworks.
- Challenges in Measurement: Recognize common hurdles while assessing customer success to REFINE methodologies effectively.
- Data Analysis Tools: Utilize analytics tools to underpin your strategies to enhance your customer experiences.
In the upcoming sections, we will explore various methodologies utilized in measuring customer success. After measuring strategies are discussed, there will be a synthesis of information to reinforce the concepts mentioned.
Understanding Customer Success
Understanding customer success is integral to any business strategy, especially in an age where customer experience dictates the fate of many organizations. Being aware of what customer success means assists companies in improving relationships with clients, reducing churn rates, and increasing customer loyalty. It emphasizes that businesses should not solely focus on closing sales but also prioritize how customers utilize a product or service after purchase. In many ways, this ongoing focus creates a cycle of growth through satisfaction and retention.
Definition of Customer Success
Customer success can be defined as the proactive approach taken by organizations to ensure customers achieve their desired outcomes while using their products or services. It goes beyond the traditional notion of customer support, encompassing strategic actions aimed directly at empowering customers. When a company's focus shifts from just transactions to insights, result-oriented methods emerge.
Components of Customer Success
- Customer Awareness: Understanding customer journeys and expected outcomes.
- Engagement: Frequent interaction with customers, addressing concerns and growing relationships.
- Proactive Management: Mitigating issues before they arise and ensuring customers stay satisfied.
The implications of developing a robust definition of customer success can lead organizations to refine their offerings and exceed customer expectations.
Importance of Measuring Customer Success
Measuring customer success is pivotal for multiple reasons. When companies prioritize evaluation, they gain visibility into customer satisfaction levels, and hurdles they might face while utilizing services or products. Businesses that focus on metrics are often able to make data-driven decisions, resulting in better operational efficiencies.
Considering that retaining customers directly links to profitability, understanding customer success creates opportunities to strengthen relationships. A well-defined measurement routine also aids in refining marketing efforts by targeting specific segments.
To capture true value, businesses should consistently measure customer success to inform and guide future strategies.
Here are a few key outcomes of measuring customer success:
- Increased customer loyalty and advocacy when needs are met.
- Enhanced revenue, driven mainly through repeat customers.
- Streamlined internal processes based on insights gleaned from consistent evaluations.
Key Performance Indicators (KPIs)
Key Performance Indicators, or KPIs, serve as a critical part in measuring customer success. They provide tangible metrics, allowing businesses to gauge how effectively they are meeting their objectives. Understanding and choosing pertinent KPIs can enhance strategic decision-making.
The importance of KPIs lies in their ability to quantify various dimensions of customer success, which eventually influences the bottom line. Metrics derived from well-defined KPIs enable companies to track performance and make adjustments when necessary. This ensures that organizations remain flexible and responsive in a dynamic market landscape. Additionally, clear KPIs can drive alignment across different departments. This can bolster collective efforts towards enhanced customer satisfaction and achieve social targets more straightforwardly.
Common KPIs for Customer Success
Identifying common KPIs is essential as they offer a foundational framework for measuring customer success.
- Customer Retention Rate: This metric indicates how many customers remain loyal over set periods. High rates usually reflect customer satisfaction and effective support systems.
- Customer Lifetime Value (CLV): CLV represents the total revenue expected from a customer during their relationship with the business. It delivers insights into the value of enhancing services.
- Churn Rate: A high churn rate can signify issues that need attention, while a low one indicates that businesses are successfully maintaining customer relationships.
- Net Promoter Score (NPS): This score offers insight into customer loyalty and satisfaction, asking customers how likely they are to recommend the service to others.
- Monthly Recurring Revenue (MRR): For subscription-based companies, MRR is crucial in tracking revenues from customers. It helps in assessing growth trends.
Using these common KPIs can establish baseline performance metrics that can be built upon over time. These indicators provide businesses with actionable insights.
Choosing the Right KPIs for Your Business
Selecting the right KPIs requires a nuanced focus on specific business aspects that truly matter. Each business may prioritize different metrics depending on its operational goals and customer characteristics.
- Alignment with Objectives: KPIs should correlate with strategic business goals. For instance, if a goal is to improve customer service, then metrics such as response time and customer satisfaction are vital.
- Actionable Insights: Each KPI must yield actionable insights. For instance, a churn rate that shows significant spikes may necessitate an analysis of customer feedback concerning service and product features.
- Flexibility: Businesses should be ready to refine their chosen KPIs as market conditions change or as the strategic focus shifts. Scrutinizing performance data periodically will inform potential adjustments.
- Balanced Metrics: It’s pivotal to track a balanced mix of quantitative measures, like revenue figures, with qualitative measures, such as customer perceptions. This comprehensive view can protect against blind spots that may occur from relying on singular metrics.
Ultimately, discerning the effectiveness of customer strategies depends heavily on having the right KPIs in place, combined with a disciplined approach to monitoring and analysis.
“The key is not to prioritize what’s on your schedule, but to schedule your priorities.”
Effective KPI implementation can transform customer success criteria, fostering deeper customer engagements and sustainable growth.
Quantitative Measures
Quantitative measures play a crucial role in understanding and evaluating customer success. These metrics provide concrete data that help businesses judge how well they are meeting customer expectations and fostering loyalty. By relying on quantitative analysis, organizations can make informed decisions that have an immediate impact on their overall strategy and customer engagement initiatives.
With the focus on hard data, businesses can identify trends and patterns over time. For instance, organizations consistently review customer retention rates, lifetime values, and churn rates to pinpoint successful engagement strategies or identify pain points. Establishing benchmarks through these measures is essential, as they signify improvements or declines in customer satisfaction and can trigger specific business actions.
Overall, relying on quantitative metrics creates a clearer picture of where a business stands in relation to its customers, making them indispensable in today's customer-centric environment.
Analyzing Customer Retention Rates
Customer retention rates provide insights into how successfully a business is keeping its existing customers. High retention rates are not merely a statistic; they indicate strong customer loyalty, which can result from customer satisfaction and effective customer support mechanisms.
To analyze retention effectively, businesses often calculate retention rates as follows:
- █ Start with the number of customers at the beginning of a period.
- █ Subtract the number of customers you lost during that period.
- █ Divide that number by the number of customers you had at the start.
- █ Multiply by 100 to get a percentage.
A formula might look like this:
High retention rates can correlate with customer success initiatives. Monitoring these trends helps organizations realign their strategies and practices effectively.
Measuring Customer Lifetime Value
Customer lifetime value (CLV) is a critical metric used to determine the total revenue a company can expect from a single customer throughout their relationship. This valuation can guide spending on marketing and customer acquisition by quantifying how much can be reasonably invested to attract and maintain customers.
To determine CLV accurately:
- Calculate average purchase value.
- Determine purchase frequency by analyzing past transactions.
- Estimate the average customer duration in years.
Combining these factors often yields a formula like this:
Knowing the CLV allows businesses to craft tailored marketing strategies to enhance retention and engagement, thereby subtly adjusting approaches based on customer characteristics.
Churn Rate Analysis
Churn rate reveals the percentage of customers that discontinue their subscription to a service within a specific time frame. This metric serves as a litmus test for customer satisfaction. A high churn rate further indicates issues within a business's product, service, or customer support.
Calculating churn is simple:
- Identify the number of customers lost during a given period.
- Divide by the number of customers at the beginning of that period.
- Convert this figure into a percentage.
Example:
By addressing factors contributing to churn, organizations can work to resolve underlying issues impacting customer satisfaction. Keeping churn rates low ensures long-term profitability and enhances customer success.
Improving retention and lower churn require a coherent strategy focused on understanding customer needs and satisfaction. By using quantitative measures, businesses lay a solid foundation for achieving these goals.
Qualitative Measures
Qualitative measures provide an invaluable insight into the perception users have about products or services. Unlike quantitative measures that focus strictly on numbers, these qualitative indicators offer a deeper understanding of customer emotions and experiences. By employing qualitative insights, businesses can gain feedback regarding specific features tht work or positions them apart from competitors and detect areas needing improvement.
Furthermore, qualitative measures add context to data recorded through quantitative approaches. They can fill gaps and clarify spikes or drops observed in metrics like customer retention rates. Since the subjective nature of these indicators often reflects personal feelings and opinions, they can significantly enhance customer-centric initiatives in the long run.
Customer Satisfaction Surveys
Customer satisfaction surveys are central to understanding how people feel about an experience with a product or service. By positing well-designed surveys, organizations can elicit clear information about customer preference, satisfaction levels, and improvement areas. Categories in these surveys may cover aspects such as service quality, pricing, product performance, and user experience.
People appreciate when their opinions count; therefore, using customer satisfaction surveys can improve customer retention and loyalty. Additionally, the results from these surveys can guide companies on product development strategies, ensuring adjustments align with customer needs sounds and expectations. However, it is crucial that surveys do not become too lengthy, as this might deter responses.
Net Promoter Score (NPS)
Net Promoter Score, or NPS, is widely regarded as a crucial metric in gauging customer loyalty and satisfaction. It qualifies customers into three categories based on their likelihood to recommend the product or service to others. The three groupings are:
- Promoters (score 9-10): Enthusiastic customers who are likely to recommend your offering, increasing growth through positive word-of-mouth.
- Passives (score 7-8): Moderately satisfied customers who have yuitting motivation, enhancing awareness for competitors based on experience.
- Detractors (score 0-6): Unhappy customers likely to share negative feedback which can harm the brand's reputation.
The NPS provides a simple and effective metric for customer loyalty, with calculation typically centring around a single question. For measuring effectiveness, assess how successful customer success strategies have been based on NPS improvements over scripting adjustments that commitment brand strategy. Organizations need to regularly measure NPS to remain aware of shifting consumer perspectives and take corrective actions as needed.
NPS can be helpful when viewed in conjunction with other feedback tools; together, they create a more holistic portrait of customer sentiments and satisfaction levels.
The Role of Customer Feedback
Customer feedback plays a critical role in understanding customer success. By valuing customer opinions and experiences, businesses can gather valuable information that enhances their services and strategies. Feedback creates a two-way dialogue between companies and customers, providing a direct line for insight into customer satisfaction and expectations.
Feedback helps companies identify areas that require improvement. This can involve product functionality, usability challenges, or even customer support experiences. The information collected can really guide businesses in making informed decisions. More so, when companies include customers in the feedback process, they foster a sense of loyalty and trust. Engaging customers in this transformative phase nurtures a longer and healthier relationship between both parties.
Collecting Feedback Effectively
Collecting feedback effectively requires a strategic approach. Structured methods can yield more usable insights. Companies should consider utilizing multiple channels for feedback collection. Common options include surveys, interviews, and online reviews. Utilizing tools that integrate with existing systems streamlines this process. An effective feedback collection method is essential to ensure a high response rate.
When creating surveys, it is crucial to design them thoughtfully. Here are a few tips:
- Keep questions concise: Shorter questions are easier to comprehend, therefore increasing response rates.
- Utilize clear language: Avoid jargon. Your objective is clarity.
- Incorporate varied formats: This enhances interactions. Mixing short-answer questions with multiple_choice formats can maintain engagement.
Additionally, timing matters. Send feedback requests soon after customer interactions; this helps capture fresh impressions. Regular outreach creates a feedback culture where customers feel valued and acknowledged.
Analyzing Feedback for Insights
Once feedback is gathered, the next step is analysis for insights. Data analysis turns raw feedback into meaningful knowledge. Start by categorizing feedback to identify common themes. For instance, labeling insights as positive, neutral, or negative helps organize the data. This helps you prioritize necessary changes.
Utilizing analytics tools is particularly helpful in this context. They can sift through large volumes of data and highlight significant patterns. For example, if feedback repeatedly mentions speed issues, this signals a need for improvement in that area. Understanding specific pain points enables businesses to focus resources effectively.
Moreover, metrics such as sentiment analysis will reveal how customers emotionally react to products or services. Trends over time form a narrative that tells you if customer satisfaction is improving or declining. Overall, feedback analysis offers the ground-level visibility every business needs to drive ongoing improvements and boost customer success.
The Importance of Communication
Effective communication serves as a foundational element in any successful customer success strategy. It entails sharing information openly and consistently with customers and within teams inside the organization. A well-structured communication strategy not only ensures that customers are informed of products and services they have access to, but also helps facilitate the feedback process that is crucial for measuring success. Communication acts as a bridge that connects efforts between various departments such as customer support, sales, and product development, enabling alignment in objectives and ensuring that customers' needs are met.
There are multiple benefits to establishing strong communication pathways. It cultivates customer trust, promotes transparency, and allows for real-time issue resolution. Additionally, open lines of communication can prevent misunderstandings that may damage the customer relationship. Fostering a culture where customers feel their voices are being heard can significantly influence satisfaction levels, thereby influencing customer loyalty and reducing churn.
Several considerations must be taken into account regarding communication in customer success measurement. Companies should actively discern the preferred communication channels of their customers. While some may favor email, others may prefer phone calls or chat. As a result, businesses must diversify their communication strategies and be flexible to adapt to customers’ needs and preferences. Moreover, it is essential to assess the effectiveness of these channels and ensure feedback loops are tight.
Effective communication transforms the customer experience, enabling organizations to adapt and thrive in the changing market.
Establishing Open Channels of Communication
To measure customer success accurately, it is vital to establish open channels of communication. Effective onboarding processes offer a crucial first step; customers must feel welcomed and informed right from the start. Providing guides or webinars about the product can create a smoother path and enhance initial user experiences.
Regular follow-ups and check-ins after onboarding further amplify customer engagement, allowing for swift identification of any concerns that may arise. Here is a list of strategies to encourage open communication:
- Personalize Communication: Tailor messages to earn customers’ trust and show that their specific concerns are acknowledged.
- Utilize Surveys Frequently: Deploy short surveys at pivotal touchpoints to gauge satisfaction levels.
- Create Feedback Forums: Develop platforms where users can share ideas freely. This aids in discovering user needs that haven't been brought up directly.
- Focus on Response Time: Make it a priority to respond to inquiries as swiftly as possible.
While implementing these avenues is critical, a consistency in communication allows both parties—the company and the customers—to feel invested in the relationship, thus elevating the customer experience holistic ally. Maintaining a two-way dialogue will likely yield useful insights that are instrumental for refining business strategies around customer-focused success.
Developing a Customer Success Strategy
Establishing a robust customer success strategy is essential in today's business environment. It serves as the framework for aligning company goals with customer needs. Not only does this create better customer experiences, but it also enhances loyalty and retention. Creating a plan requires careful consideration of certain elements.
A strategic approach enables companies to set clear guidelines for performance, establish accountability, and measure progress effectively. Moreover, it leads to improved operational efficiency by coordinating cross-departmental efforts. This coordinated approach significantly enhances the ability to meet customer expectations across touchpoints.
Setting Clear Objectives
Setting clear objectives is the backbone of a successful customer success strategy. Objectives give direction and clarity on what a company aims to achieve with its customer relationships. These goals should flow from the overall business objectives. They often include targets related to customer satisfaction rates, retention percentages, or upsell/cross-sell goals.
To develop meaningful objectives, each business unit should navigate how customer success affects their performance. Objectives must be specific, measurable, achievable, relevant, and time-bound (SMART). For instance, a company can aim to increase repeat purchase rates by 20% in the next quarter. Achieving this may require detailed planning.
Aligning Teams for Customer Success
Aligning teams around a common objective is crucial for customer success. Collaboration among different departments ensures a unified approach. If sales, marketing, and support teams work closely, it leads to coherent strategies that enhance the customer journey. Each team plays a unique role in pursuing the common goal of customer satisfaction.
Consider hosting regular meetings to update on progress and share insights from different departments. When teams understand their individual contributions to larger customer objectives, they become more involved in the process, escalating accountability.
An aligned team drives results more effectively than fragmented existence.
Key actions to align teams include:
- Establish cross-functional workgroups for shared accounts
- Use collaborative tools for communication between departments
- Share customer feedback among teams to learn from customers’ perspective.
Developing a customer success strategy with well-defined objectives and aligned teams can help leverage the full potential of customer relationships. Businesses should view this strategy not as a one-time effort but as an evolving framework that continuously adapts to customer needs and market changes.
Integrating Technology in Customer Success Measurement
Integrating technology within the measurement of customer success has shifted the paradigm in business strategy. Historically, evaluations relied heavily on manual methods, which tend to be inefficient and prone to errors. Today, technology aids businesses in collecting, analyzing, and interpreting customer data efficiently. This integration can lead to more accurate metrics that drive better decision-making. Organizations increasingly depend on automated systems for real-time analytics, which enhances responsiveness to customer needs.
Key benefits include:
- Improved Accuracy: Automation reduces human error, yielding better data reliability.
- Real-Time Insights: Implementing technology offers up-to-the-minute feedback, enabling organizations to address customer concerns swiftly.
- Customization: Technological tools can be tailored for specific sectors, aiming at unique customer goals.
- Spendings Optimization: Businesses can streamline processes and identify strategies to lower churn rates and increase customer satisfaction.
However, several considerations are vital:
- Choosing the Right Tools: Not all software solutions are made equal. Evaluating tools that specifically fit business needs is crucial.
- Ensuring Data Security: Protecting customer data is essential in building trust and maintaining a good hospitability for client satisfaction.
- Ongoing Training: Staff must be well-trained to utilize these technologies fully.
Challenges in Measuring Customer Success
Measuring customer success is vital counterpoint in today’s customer-centric marketplace. Understanding how customers interact with products and services helps businesses refine their strategies and drive profitability. However, several challenges exist when measuring this essential metric. Identifying accurate metrics compete with overcoming data limitations. Both hurdles can profoundly impact a company’s ability to gauge customer success effectively.
Identifying Accurate Metrics
Many businesses grapple with the intricacies of identifying metrics that truly reflect customer success. Standard metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) often fall short of providing a comprehensive view. These metrics might capture a customer’s immediate feelings but do not always track long-term relationships or ongoing engagement. Therefore, it is paramount to delve deeper into customer behaviors and outcomes.
Business leaders must ensure that the chosen metrics correlate with success criteria relevant to their stakeholders. Taking this into account means interrogating questions like:
- What are the specific goals of customer success for my business?
- How do customers define success with our product or service?
- Which customer behaviors (e.g., usage frequency) indicate retention?
In a saturated market, inaccurate metrics can mislead managers into thinking they have excellent customer engagement or loyalty when vulnerabilities exist. Thus, businesses must do the leg work of distilling meaningful metrics tailored to their operational realities and customer expectations.
Overcoming Data Limitations
A further challenge in measuring customer success encompasses the limitations posed by data availability and relevance. Many organizations gather large quantities of data, yet struggle congruently to distill actionable insights that inform their strategies. Data collection methods may yield rich datasets but lacking efficiency and timeliness impede effective utilization.
Organizations should consider employing technology solutions like data analytics and customer relationship management (CRM) tools to handle this data. These can feature:
- Automated reporting processes
- Data visualization to make sense of trends effectively
- Aggregating feedback from multiple channels
While data limitations pose real challenges, the right emphasis on data quality might lead to transformative insights around customer needs and pain points. Hence, a robust measurement strategy must account for both data richness and precision, allowing organizations to pivot promptly based on customer feedback and trends.
To enhance measurement strategy continuously, it is necessary to realign metrics and technology controls in sync with customer journeys.
Conclusively, the challenges faced in measuring customer success do not dwell on impossibilities but present numerous opportunities for stringent examination and iteration. By scaling transparent metrics and addressing data constraints, businesses can ensure their strategies align closely with their customers' expectations and desires.
Continuous Improvement
Continuous improvement insures that measuring customer success remains an ongoing endeavor. This focus stresses not merely the understanding of success metrics but also the enhancement of strategies based on outcomes. Embracing continuous improvement promotes adaptability within businesses. When a firm seeks feedback, analyzes results, and implements changes, the cycle of evaluation enhances its ability to respond to customer fluctuations.
Analyzing Results and Making Adjustments
To effectively measure customer success, organizations must first analyze results systematically. This approach involves thorough examination of customer successes or failures to identify patterns and trends. Businesses might use data analytics tools, CRM systems, or even customized dashboards for this analysis.
Key points on analyzing results:
- Focus on quantitative and qualitative data. This approach ensures a holistic view of customer interactions.
- Monitor specific KPIs relevant to the business’s goals.
- Involve cross-functional teams for diverse perspectives on data interpretation.
After identifying data insights, making adjustments becomes an imperative next step. Adjustments should aim to address gaps or leverage areas that promote further success.
Implementing Changes for Better Outcomes
Implementing changes to improve customer success requires strategic planning. Clear objectives define what businesses wish to achieve. Thus, planned changes must always loop back to the organization’s mission and vision.
Some considerations for effective implementation include:
- Prioritizing Actions: Rank changes based on potential impact and resource availability.
- Monitoring Changes: Adopt an agile method to allow for quick iterations based on feedback.
- Feedback Mechanisms: Establish robust feedback channels to see if adjustments meet customer needs.
“Success is not final; failure is not fatal: It is the courage to continue that counts.”
As changes solidify outcomes, ongoing assessment will further fuel continuous improvement. Therefore, it links closely back to the core idea to keep measuring customer success.
In summary, continuous improvement infuses organizations with the necessary resilience to adapt and thrive. Understanding results allows for better decisions leading to tangible customer success outcomes.
Case Studies
Case studies serve as a critical element in measuring customer success. They provide real-world examples of how businesses assess customer relationships and implement successful strategies. When examining case studies, one can uncover valuable insights that lead to better understanding and improvement of customer experiences.
In the realm of customer success measurement, these case studies enable organizations to see the potential outcomes of various approaches. By analyzing successful measurements as well as failures, companies can gather knowledge on best practices and avoid common pitfalls.
Moreover, case studies often contain quantifiable data alongside qualitative results. This combination creates a comprehensive view of how customer success initiatives perform across different environments. For businesses, having practical examples helps in validating theoretical methods and allows for benchmarking against peers within an industry.
The benefits of incorporating case studies are extensive:
- Illustrative Frameworks: They provide frameworks that businesses can follow, adapting successful strategies to their unique circumstances.
- Revised Metrics: Insights gained encourage companies to review their metrics and measurement processes, ensuring they align better with customer needs.
- Cultural Understanding: Recognizing different aspects of customer culture promotes the flexibility needed to meet diverse expectations.
A well-chosen case study encourages a dynamic learning cycle that can enhance customer satisfaction, as exemplified:
“Understanding customer success through diverse efforts will directly impact loyalty over time.”
Consequently, when businesses priority case studies within their customer success metrics, they not only gain clarity on what they measure but also foster an environment of measurement normalization among teams.
Successful Customer Success Measurements
Effective customer success measurements usually hinge on clear objectives and proactive management of performance indicators. A case study of a software-as-a-service (SaaS) company that improved client retention rates stands out. The firm implemented targeted customer engagement initiatives, resulting in a significant increase in retention.
In utilizing tools like customer satisfaction surveys and feedback mechanisms, their approach aligned closely with improving the customer experience. According to their documented results, satisfaction scores rose by 40% over a year, indicating profound changes lead to measurable success.
When considering successful measurements, some elements typically distinguish transactions:
- Segmentation: Noticeable differentiation between customer segments helps tailor communication and services.
- Personalization: Specific outcomes improved when alternatives were provided based on user behavior and needs.
- Follow-ups: Establishing a routine for follow-ups ensures customers feel valued, paving the way for ongoing engagements that enhance client loyalty.
Real-time feedback loops were crucial, assuring that customer voices were something to react and adapt to defeating anticipation of customer needs.
Lessons Learned from Failures
Every unsuccessful measurement taken reveals information as substantial as successes achieved. A case study of a company, previously heralded for its product, sketched a cautionary tale where a neglect of customer input led to a failed product release. Despite initial high expectations, customer pushback revealed overlooked pain points that were critical to upgrade and support.
Businesses learn crucial lessons when examining failures:
- Overestimation of Success: Assuming metrics from prior product iterations would apply led to significant errors regarding customer expectations.
- Ignoring Data: They failed to synergize contextual data received prior to release, hurting engagement and levels of customer trust.
- Static Methods: Their relied methods lacked evolution, suggesting ongoing change must be integral for growth.
Thus, it was revealed that the iterative process of recalibrating based on current ecosystems mattered most significantly.
These examples underline that to genuinely measure customer success, every organization must carefully analyze not only their measures but also the contexts in which those measures generate real meaning.
