Do you ever find yourself pondering the intricacies of Customer vs User KPIs?
Do you question which one to prioritize and if they're both essential?
Perhaps even wonder if there's a real need to differentiate?
If this is you... good. I worried Johan and I were the only ones.
This week on Impact Weekly, we delve deep into how to measure success for our customers, CSMs, and the CS Org as a whole.
Join us as we unpack the importance of understanding and accurately measuring true customer engagement and the oddly-compelling difference between customer-centric metrics and user-level KPIs.
BTW: Poor Customer Onboarding is the leading cause of contraction at renewal (discounts and downgrades), meaning it's often the primary drag on ARR and NRR growth.
But you already knew that, which is why you're going to join our two-week intensive Onboarding program that starts on 30 October, 2023, right?