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Evolution of Customer Success by the Numbers - Kellie Capote, Chief Customer Officer Gainsight

Metrics that Measure Up

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How Does CS Effectively Drive Growth?

63% of customer success organizations are tracking net revenue retention, a real key to enterprise value. Only about 20% of CS organizations had primary responsibility for the upsell and cross-sell motion. I think we will certainly see some pieces of, you know, in some organizations where maybe the product isn't as complex or industry is more mature.

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