The CSJ: I'm sorry, those are vanity metrics.

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Apr 6 2017

The CSJ: I'm sorry, those are vanity metrics.

Successful Customers = Successful Company

The Customer Success news you need to read from the US and around the world. Brought to you by SuccessHacker and the OUTCOMES Customer Success Community.

Trending on the OUTCOMES Community

This week’s most active conversations from the OUTCOMES community. To see all of the top questions and conversations, visit OUTCOMES.

Contributor of the Month - Claudia Musick

We're excited to award our first ever 'Contributor of the Month' award to one of our newest members. Find out more about Claudia and how you too could be in for a chance to win this new brand award.

Intercom vs. Zendesk - Pros and Cons?

Choosing a platform for customer support and engagement is a big decision for any company. Join the discussion about the strengths and weaknesses of two of the industry's best known solutions.

Creating Customer Success in an Automotive Dealership

We enjoyed this non-SaaS question from member, Tyler Gomez, this week. He asked how he can apply CS / CX best practices to his new role managing a local car dealership. Share your ideas.

Do your CSMs sell?

An interesting debate around the pros and cons of having your CSMs handle upsell and whether or not they should have a quota. Tell us what you think?

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This Week's Top Reads

The most interesting things we've read this week from around the interwebs.

What You Should Measure, But Probably Don’t

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations.

I’m Sorry, But Those Are Vanity Metrics

After three decades of leading data teams at companies like LiveOps, Netscape and ReadyForce, Looker founder and CTO Lloyd Tabb's biggest learning isn’t what you would expect — or want to hear: You’re measuring the wrong metrics. We all are. Read more.

DigitalOcean’s Emmanuelle Skala On The Convergence Of Sales And Customer Success

Well that’s where Emmanuelle Skala comes in. She’s the VP of Sales at DigitalOcean, and there’s something different about her job in sales: she’s also the VP of Customer Success. Read more.

Are You Part Of The $62 Billion Loss Due To Poor Customer Service?

I love reading studies and benchmark reports. The statistics and facts give a snapshot of interesting and often relevant trends. My favorite report from last year was issued by New Voice Media, which reported that $62 billion of business was lost due to poor customer service. Read more.

6 Emerging Trends in SaaS Customer Success

Pre-customer, from day one, companies are beginning to talk about Customer Success best practices. Here are six emerging trends in SaaS Customer Success. Read more.

Upcoming Events

For the full list of upcoming events, visit our Events page. It's the most comprehensive listing of can't miss events in CS, CX, Sales, Growth and more.

Pulse 2017 | Oakland, CA | May 9-11