David Jackson

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.