How Do You Measure Customer Success? Very Carefully

Sep 01 2022

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Sure, you answer the phones, resolve tickets and address escalations, but fundamentally how do you measure your success in a way that changes the narrative — one from being on the defensive to taking a proactive role that ensures funding, thought leadership and a world class approach to driving consistently positive client outcomes.

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About The Author

Jeb Dasteel

Jeb operates Dasteel Consulting and the Customer Strategy Alliance, focusing on advising Chief Customer Officers and helping organizations develop or refine their customer strategy. Jeb served as the global Chief Customer Officer for Oracle from early 2008 to September 2019. In this role, he: Worked with the Chief Executive Officer, Board of Directors, and Executive Committee members to implement enterprise goals for all elements of the Oracle customer strategy: customer acquisition, customer retention, ease of doing business, customer engagement, customer adoption, customer value, and brand advocacy.