CUSTOMER SUCCESS
Setting the Foundation for Customer Success
Defining Customer Success Objectives
Set clear, measurable goals for customer success aligned with your product's value proposition to guide all support and retention efforts.
Why it's Important
Ensures alignment with business goals.
Provides measurable metrics for tracking success.
Creates a shared vision for your team.
How to Implement
Identify your product's unique value drivers.
Collaborate with stakeholders to set objectives.
Break objectives into measurable KPIs (e.g., NPS, churn rate).
Available Workshops
Stakeholder alignment workshop: Identify customer value metrics.
Vision board exercise for customer success goals.
KPI mapping session to break down objectives.
SWOT analysis for customer success risks.
Brainstorm session: Ideal customer outcomes.
Competitor benchmarking for customer success standards.
Deliverables
Documented customer success goals and KPIs.
Alignment report summarizing stakeholder input.
Initial roadmap for achieving objectives.
How to Measure
Success metric baselines (e.g., churn rate, NPS).
Team alignment through post-workshop surveys.
Regular KPI progress tracking.
Real-World Examples
HubSpot
Defines "customer success" as a product adoption milestone within 90 days.
Slack
Tracks time-to-value as their primary customer success metric.
Netflix
Ensures new users watch recommended content within their first session.
Get It Right
Collaborate with cross-functional teams.
Be specific about success metrics.
Prioritize actionable and measurable objectives.
Stay customer-focused, not product-focused.
Regularly review and adjust goals.
Don't Make These Mistakes
Setting vague or immeasurable goals.
Ignoring input from key stakeholders.
Failing to communicate objectives to your team.
Overcomplicating KPIs with too many metrics.
Neglecting to revisit objectives as the business evolves.