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10min chapter
A customer success masterclass | How to design, build, and scale a CS org | Stephanie Berner (LinkedIn)
In Depth
Early Stages of Implementation and Importance of Metrics
This chapter discusses the early stages of the implementation process, the 10-step process involved, and the importance of metrics in customer success (CS). It explores tracking metrics like customer health, renewal rate, NPS, CSAT, and time to launch. It also delves into the question of whether customer renewal should be managed by CS or sales, and where CS should sit within the organization.
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Discover
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