Archives for January 2017

Customer Success Goals: Cohorts, Metrics, and Prioritization

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I asked the VP of Customer Success what her goal was for the Customer Success Management (CSM) organization, and she said, “to ensure customers achieve their Desired Outcome through their interactions with our company.”

That’s the definition of Customer Success that I developed, so I obviously loved that answer for this reason.

But I didn’t like it because that’s not actually a goal.

That’s their purpose. That’s why the CSM org exists (in fact, it’s why the company exists), but it’s not a goal.

A goal is something that’s meaningful, actionable, and reachable; it’s an objective and a timeframe.

And if you’re a Customer Success leader who wants to get a “seat at the table” with other executives, you need to be able to tie your goals with those of the company and become so important – so valuable to the rest of the company – that you need to reach your goals to drive the company towards their goals.

Let’s dig in…

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