US EditionWhy value is the metric that matters most
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Why value is the metric that matters most
Early in my career as a customer success manager (CSM), I was obsessed with net revenue retention (NRR), customer satisfaction score (CSAT) and churn rate, assuming they were the ultimate indicators of success. After all, customer success teams have traditionally always been measured on these three. But I quickly realized that by the time those numbers moved, it was already too late to make an impact. The big problem with traditional CS metrics …
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