AMA: Adobe Director Customer Strategy & Success, Aishwarya Dwivedi on Customer Success KPIs

NPS is widely used across organisations as an indicator of customer loyalty and satisfaction but its reliability can fluctuate based on factors like product , industry, s...

I wouldn't say that there are universally worst KPI's as what works or does not really depends on the industry , product maturity , customer base and the specific outcome...

Three C's - Customer Outcomes , Customer Experience and Curiosity.Customer Outcomes : CSMs must first deeply understand how the product capabilities address customer pro...

Entering a new market without historical data or benchmarks can feel like stepping into the unknown.In this scenario we should start with the most important and fundament...

Predictive models can be a powerful tool specially when you are managing the long tail of customers. However , CSM insight should complement use of predictive models for...

When you launch a playbook the introduction point becomes your baseline. From that moment onwards you can track shifts in key metrics against the baseline and assess if K...

Both adoption and value are critical drivers for customer retention. Smooth Onboarding (Time to Onboard) and implementation (Time to Implement) results in faster time to ...