Organization

Measuring customer success beyond conventional metrics.   In our first article on customer success, we discussed how to move from a basic measure of customer health to a holistic approach to the customer experience. This shift requires aligning, even integrating, sales and customer success teams, focusing on value from first customer contact to value realization.…

Moving Beyond NPS and implementing a comprehensive approach to Customer Success   The divide between sales and Customer Success departments is at least as well known as that between sales and marketing. In the Bold Sharp Sales Marketing Index, customer experience is assessed in the “Alignment” sub-section of the “Excellence” category of the “Engine of…