This is Growth! Growth Pill: Measuring Impact vs. Tracking Execution in Customer Success
Oct 22, 2025
Discover the crucial difference between measuring impact and tracking execution in customer success. Learn how top teams connect their work to key outcomes like retention and customer value. Dive into the importance of activity metrics when they're tied to real results. Explore how AI can enhance your measurement of activity quality, unlocking valuable coaching insights. Gain insights on balancing scientific tracking with effective communication to showcase your team's value. Elevate your customer success strategy for improved outcomes!
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Impact Is What Moves The Bottom Line
- Measure CS by the metrics that touch company and customer bottom lines like NRR and GRR.
- Customer outcomes and ROI metrics quantify the dollar impact of Customer Success.
Track Activities That Link To Outcomes
- Track specific CS activities that correlate with outcome metrics, like business reviews and success planning.
- Figure out your organization's science so teams deliver those activities consistently and with quality.
AI Reveals Activity Quality At Scale
- Activities like enterprise reviews and success planning have measurable positive impacts on retention and value.
- Use AI to analyze high volumes of activity records and surface quality gaps for coaching.