Managing Customer Success with a Customer-Centric Dashboard

16 Mar

work-in-progress

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As a customer success manager, your primary role is to own the customer relationship, capture the voice of your customers, and focus on retaining and delighting your customers. This means that you need to flip your typical org chart on its head, place the customer at the top, and subscribe roles directly to manage different aspects of customer engagement and experience. Think servant leadership with a hub and spoke architecture where every branch of the organization interfaces directly with customers. The organization needs to be focused on delivering real value to customers and continually feeding the underlying technology with relevant use-cases and best-in-class solutions.

If you consider the age-old adage “you cannot manage what you cannot measure” then metrics in our case become more important towards understanding what strategies work or need improvement. Because customers engage with your technology directly there are a lot of metrics you can collect which…

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