Customer engagement metrics

Since the mission of CS is to help customers achieve their desired business outcomes through the vendor’s products and services, it’s logical that the most important metrics it should focus on are those that show how well the organization is performing in pursuit of that mission. What underpins that mission is effective customer engagement by the CS organization and there are ways to measure the breadth and depth of that expression.

To do that, we will take the discussion about team and individual goals and dig into the details of how those complementary categories play out in a typical CS organization.

But first, it’s important to know that there are two types of metrics: quantitative and qualitative. Second, it should not come as a surprise to hear us say that it would be nearly impossible to monitor these metrics without the assistance of a tool. Whether it’s a dashboard in Microsoft Excel or a dashboard in one of the...