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XaaS: Where’s the SERVICE!?!

I recently had a “fun” run in with a well-known telecom provider – instead of proactively informing me about my phone needing to change the plan it is on it just turned the service off and THEN prompted me to contact them about changing my plan. Huh?! Even worse, when I went to call about […]

dreamstimefree_288764

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 […]