Customer Success: It’s Not Just NPS

We encountered an interesting insight during a session on Customer Success at SaaStr 2017: gauging customer success should mean more than measuring Net Promoter Score.

Instead, think more deeply and ask yourself this question:

What factors do you see in successful customer deployments that you want to spread to all the others? What behaviors and consumption patterns do they exhibit?

Once you actually work through this thought experiment and consider how each factor could be quantified, you can construct a multidimensional dashboard like this one:

Also note how an executive sponsor for each key deal is identified and publicized.

Thanks to leading Salesforce ISVs like WalkMe and Apttus for participating in this session!