Navigating Metrics: Overcoming Challenges in Measuring Customer Success.
Episode 47 1:54 February 5, 2024
Navigating Metrics: Overcoming Challenges in Measuring Customer Success.

In this Episode

There are REAL challenges of measuring marketing impact on customer success. It is important to realize the impact of data collection hurdles, filtering constructive feedback, discovering strategies and setting realistic expectations.

Transcription

Focusing on these matrices and the marketing effort in the right direction to set the right expectations what challenges or obstacles have you encountered when actually measuring the impact of these initiatives in customer success and if you have had any strategy to overcome them yeah I think the main challenge is actually collecting that information um at least for my personal experience um obviously qualitative data like U let’s say turn retention rate all of these require tools and they require proper tracking internally which is not necessarily the case especially in smaller companies and we’ve encountered that not only within our own agency but also with clients that we’ve work with uh there are so many uh things that you can track that at some point it gets overwhelming to figure out which are the main kpis uh that would drive the that would move the needle and drive the the biggest results and then even once you have that uh also from a quantitive um research and like asking actually qu questions to clients a lot of them are somewhat reluctant to share real feedback uh I mean people obviously don’t want to share negative feedback and so they always focus more on the positive or they would only share negative uh feedback if they’re really really unhappy and are ready to leave uh so it’s kind of difficult to uh out actually the constructive feedback uh from customers uh which then makes it more difficult to figure out what you should communicate from a marketing perspective.

Modern, Intelligent
Customer Success Platform

Deliver Customer Outcomes at Scale

Book a Demo

Our Guests

Terez Tocheva

Meet the Host

Prithwi Dasgupta

Co-founder, SmartKarrot

Join Prithwi Dasgupta in his pursuit of Customer Success for All as he tracks the paths of trailblazers and unlocks founder insights. The Customer Success Intelligence Podcast is meant to spark conversation and ignite the CS community.

Follow along and share your thoughts.

Don't miss an episode!

Get notified of new episodes of The Customer Success Intelligence Podcast


    If you're customer-
    obsessed, let's talk.

    Recent Episodes (54 Episodes)


    Episode 55

    1:29

    February 23, 2024

    GUESTS

    Nainesh Poojary

    Head of Customer Success - APAC

    Episode 54

    3:50

    February 22, 2024

    GUESTS

    Shivani Chaturvedi

    GUESTS

    Shivani Chaturvedi

    GUESTS

    Sunil Mehta

    Managing Director

    GUESTS

    Shivani Chaturvedi

    Episode 50

    1:19

    February 12, 2024

    GUESTS

    Nainesh Poojary

    Head of Customer Success - APAC

    Resources & Insights

    Intelligent Customer Success Podcast Intelligent Customer Success Podcast
    NEW MICRO-PODCAST!

    Customer Success Intelligence Podcast

    In Episode 26, our CEO chats with Irit Eizips about the evolution of AI-Powered Customer Success.

    Customer Success Blog

    Articles & Blog

    Current insights, resources, inspiration, and ideas that will help take your Customer Success team to the next level.

    Customer Success Survey

    Customer Success Surveys

    We survey CS Teams from all over the world to get their feedback on current industry trends and what they see for the future of CS.

    Take SmartKarrot for a spin

    See how SmartKarrot can help you deliver
    winning customer outcomes at scale.

    Book a Demo