ON TODAY'S EPISODE:
Unpacking the critical difference between customer KPIs and user KPIs, Johan and Lincoln shed light on the importance of understanding and measuring true customer achievement. With a deep dive into the layers of success metrics, this episode reveals how best to align them with genuine business outcomes.

THIS WEEK'S QUESTION:
“Customer KPIs VS users KPIs: which one to prioritize, are they both needed? Is there a need to differentiate?”

TOPICS BEING ADDRESSED:

• The pivotal distinction between customer-centric metrics and user-level metrics in driving outcomes.
• The role of key events in measuring progress and aligning them with customer goals.
• Leveraging different stakeholders, including admins, super users, and champions, to amplify success.

QUOTES:
Johan Nilsson (01:45): “When you open the Pandora box of Customer Success KPIs, you can actually talk about a lot of things.”

Lincoln Murphy (06:45): “The only reason you exist in their world is for them to achieve their goals.”

Lincoln Murphy (13:45): “If you don't know what the customer's goal is, you're not really doing customer success.”

Johan Nilsson (14:15): “Key events are indications, not the truth, but indications of a customer on their way to hitting a goal.”

Lincoln Murphy (20:40): “If the data is available somewhere in your company, it's your job to get access to it.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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