It Is Not The Job of Customer Success to Make Our Customers Happy #nps #csat #customerexperience

It is not the job of Customer Success to make our customers happy.

Stop using CSAT, Stop using NPS to determine whether or not your customers are getting value from your products and whether or not they will renew.

Here are the Customer Success metrics that actually matter.

I was listening to Nina Simone’s “Feeling Good” this morning and it sparked a thought that’s been nagging at me for years.

We’ve built an entire Customer Success industry around chasing feelings.

NPS. CSAT. Sentiment scores. We obsess over whether customers like us and we call it success.

But here’s the hard truth: happiness is a vanity metric.
A customer can give you a 9 on NPS and still churn.
A customer can answer your CSAT survey with glowing scores and still fail to renew because your product never actually moved the needle on what they were hired to achieve.

We confused the feeling of success with the outcomes of success.
Stop Optimizing For These
→ Net Promoter Score (NPS): a snapshot of sentiment, not value
→ CSAT: measures satisfaction with an interaction, not business impact
→ Health scores built on product activity alone: adoption ≠ outcomes

Start Measuring These Instead
→ Time-to-Value (TTV:) how fast did they achieve their first win?
→ Outcome Attainment Rate: did they hit the business goals they defined at the start?
→ Revenue Impact Realized: what measurable lift did your product drive?
→ Expansion triggered by success: did growth come from proven ROI?
→ Renewal correlation to outcomes: are customers who hit goals renewing at a higher rate?

Customer Success Universe | CS Leadership, Revenue Growth & NRR Strategies
I'm De'Edra Williams Customer Success leader, strategist, and creator of the Marvelous6 framework helping CS leaders protect revenue, reduce churn, and lead with superpowers.

This channel is for Customer Success Managers, CS Directors, Chief Customer Officers, and revenue leaders who are done playing defense and ready to own the number.

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I'm mapping six Marvel characters to six Customer Success superpowers — Iron Man, Black Panther, Black Widow, Thor, Captain America, and Hulk — because the best CS leaders are not just professionals. They are forces of nature.

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Видео It Is Not The Job of Customer Success to Make Our Customers Happy #nps #csat #customerexperience канала Customer Success Universe - Revenue Frontier