Nick Mehta of Gainsight sees the move to “outside in” Customer Success as one of the biggest trends in the industry. Instead of only focusing on internal metrics (churn, retention, NPS, etc.), the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired outcomes and working backward.
How can you tell if your doing well on retention? Benchmarks are often the litmus people use to identify where they stand. Remen Okoruwa of StatusQuota warns us that benchmarks can be dangerous if misused, and comparing yourself to the wrong competitors can lead you to make the wrong strategic decisions.
This newsletter is curated by Alex Bakula-Davis for your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line at firstname.lastname@example.org!
Alex Bakula-Davis · 301 Howard St. · San Francisco California (CA) 94105 · USA