AMA: SurveyMonkey Sr Director of Customer Success, Cormac Kelly on Customer Success KPIs

First of all, congratulations, that's awesome that your company is investing in such and important space, and also, that you are the customer success artist that has a bl...

The number one metric has to be customer time. That could be business reviews, cadence calls, webinars etc , but an instance where you can speak to the customer, ideally ...

This is a great question, because what metrics you look at and what standards you set are incredibly important. It also really depends on what Customer Success means to y...

Is there such a thing as a bad metric !! I think once you measure, you are doing something right and have an ability to take action. What you might thinking about how you...

The answer is a keep it to a few :) Keep them tight and keep focussed. As a customer success function, be super clear on what the key value that you are bringing to the t...