AMA: HubSpot Senior Director, Customer Success, Stephen O'Keefe on Customer Success KPIs

I've found two KPIs to be difficult to commit to: Customer Health. If you have a robust algorithm to measure customer health (influenced by a number of inputs ), it can be hard commit to a certain outcome. To frame this another way, I've often observed customer health scores as being a bit of a black box where it's hard to tie the actions you take to specific outcomes when there could be a number of variables outside of your control that influence the ultimate score. I much prefer to commit to l ...Read More