CS MasterClass #1: Defining and Measuring Customer Value

In this inaugural episode of the Customer Success Masterclass, we dive deep into the critical topic of defining and measuring customer outcomes. Join Daphne Costa Lopes, as she unpacks why internal metrics alone aren’t enough to gauge true customer success and how to shift towards a more customer-centric approach. Here’s what we’ll cover: • Internal vs. Customer-Centric Metrics: Understand the limitations of using unit economic metrics alone in Customer Success and why they fail to capture the real value for customers. • Understanding Customer Motivations: Explore the core reasons why customers buy your product and how to align your success measures with their needs. • Jobs to be Done Framework: Learn how to apply the Jobs to be Done methodology to define clear, measurable outcomes that reflect the value your customers seek. • Embedding Metrics into Your Organization: Discover strategies to integrate these customer-centric metrics into your organization as key performance indicators (KPIs) to drive alignment and focus. This week's expert is David Jackson, he is a CS Veteran and author of the book Customer Led Growth: A CEOs guide to building a B2B SaaS. Tune in to gain actionable insights and start your journey towards a more effective, customer-focused success strategy. Don’t miss out on this essential episode! Resources mentioned on the show: Customer results canvas and CLG dashboard Are we building SaaS products the wrong way? Measuring customer value