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Success KPIs from the Customer Perspective

A colleague recently shared the following article on important Customer Success KPIs: http://customer-success.getamity.com/h/i/265871823-what-customer-success-manager-kpis-are-important-and-why Customer satisfaction, Net Promoter Score (NPS), adoption, usage, renewal rate, expansion and churn are good activity and employer outcome measures, but misses the mark on tracking and measuring the true customer outcome.  We are so caught up on measuring OUR performance that […]

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Loyalty – Create a “Sticky” Experience, Personally

One of my former colleagues just retired from 40 years of service. WOW! Rarely do we see people today stick around at one company for 20+ years, if five, nor frequent the same restaurants and shops like they used to today – except for Amazon. We often hear and say that this is due to […]