This is Growth! CS MasterClass #1: Defining and Measuring Customer Value
May 28, 2024
David Jackson, a customer success veteran and author of 'Customer Led Growth,' joins to discuss the essentials of customer value measurement. He explains why traditional metrics fall short and illustrates how to adopt a more customer-centric approach. The conversation delves into aligning success measures with customer motivations, employing the Jobs to be Done framework, and integrating these insights into organizational KPIs. Insights on collaboration across departments and the importance of understanding customer behavior are also highlighted for fostering better retention and satisfaction.
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Internal Metrics Don't Show True Value
- Internal growth metrics focus on the company, not true customer value.
- These metrics are lagging indicators and don't guarantee future growth or customer success.
Align Teams on Customer Goals
- Align cross-functional teams to define ideal customer profile and their goals.
- Use simple tools like spreadsheets to map solutions to customer problems and personas.
Use Jobs To Be Done Framework
- Use Jobs To Be Done framework to map customer tasks to product features.
- Prioritize and track key features that drive customer value to improve health scores.