Our contracts have them. We report out on them every month. We're constantly looking for ways to ensure the results are communicated - business operations reviews, scorecards, executive dashboards, etc. That's all well and good, but the most important thing that we can do with the data is to learn, identify best practices and make decisions based on the information.
How do we use the data to adjust our approach or process? How are we sharing the best practices across client teams?
Keeping the focus on measuring to learn - not to track numbers - is critical to continual process improvement.
“Data helps a customer success team operate and make decisions more effectively–it allows them to be more proactive instead of always firefighting.”