In reply to Randy Selleck.

Great question Randy! While we know that Adoption Currency – expand pipeline, increased bookings, faster/more efficient renewals, reduced churn – are great indicators of business expansion, they are a result of having an established customer success practice. Outside of a customer sat survey, additional ways to measure the foundational success of your customer success practice would be implementing a customer health score methodology and publishing specific adoption success stories.

Customer health scores are a collection of data specific to your customer and are a reflection of consumption/usage and feature utilization, used to drive activities. Low scores drive actions and intervention from the customer success manager, while higher scores will drive additional customer opportunity and success stories. We know that when you increase the health score of a customer, that has a direct effect on the Adoption Currency.

All of these actions are tied to the desired business outcomes of the customer and when you can remediate risk or help to achieve those outcomes, the success stories will be obvious.