Metrics That Matter: Defining Goals, KPIs and Your Measurement System for Customer Success

Starting with the outcome you want to produce does not have to be a daunting task. Learn how to take the complexity out of defining your goals and measurement system for Customer Success. What are the metrics you should care about, measure, monitor and leverage within your SuccessBLOCs. Why do these matter? Hear about the metrics that matter to SAP through the lenses of Customer Success, CS Operations, and SAP Outcomes. See how these metrics are drivers for key process and analysis in Totango across 11 lines of business, hundreds of products, tens of thousands of customers, and billions in revenue.

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Ella Eng
Senior Customer Success Manager, Totango
Costen Hickman
Customer Success Solutions Architect, SAP
Customer Success Summit 2019