Dashboard Guidelines: Customer Success

January 1st, 2018

Lisa Nakano

Summary

When a B2B organization makes a strategic investment in post-sale account management and customer relationship nurture (see Defining The Customer Success Function), accurately measuring these activities and their results is essential to demonstrate that the expected benefits are being achieved. In this report, we define readiness, activity, output and impact measures that customer success managers can incorporate into a dashboard to track customer health and the effectiveness of the customer success management function (see The Aligned Measurement Framework).

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