Why Your Customer Success Team Might Be Measuring The Wrong KPI

Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here’s the uncomfortable truth: Tracking KPIs doesn’t guarantee you’re measuring the right ones.

I’ve seen it firsthand. A team can hit its targets—like reducing average response time or boosting satisfaction scores—yet churn quietly rises, upsell opportunities stall and executive teams are left scratching their heads.

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