Customer Success Is Measured All Wrong with Jacquelyn Goldberg

What if your customer success metrics are measuring the wrong thing? Jacquelyn Goldberg believes NPS and strong relationships are not enough. If customers cannot see real business value, even customers who love you may still leave.Alyssa Nolte and Jacquelyn Goldberg rethink what customer success should look like when budgets are tight, AI is changing how work gets done, and leaders expect clear results. They talk about moving past "do they like us?" and toward a harder question: Are we helping the customer achieve something that matters to their business?Jacquelyn also shares how Unframe approaches AI transformation by starting small, solving a real problem, and earning user adoption before trying to change an entire company. Alyssa and Jacquelyn explore why critical thinking, experimentation, and the ability to adapt may become some of the most valuable skills in the AI era.Why listen?If you work in customer success, sales, SaaS, AI, or business transformation, this conversation will make you question some common ways companies measure success. You will also hear a practical way to think about AI adoption without starting with a massive transformation project.3 Key TakeawaysCustomer success needs to measure business value. NPS and strong relationships matter, but they do not prove that your product is helping a customer reach their goals.AI transformation works better when you start with one real problem. Instead of trying to change everything at once, solve one useful problem, prove the value, and build from there.Critical thinking matters even more with AI. AI can help people work faster, but humans still need to question the answers, test ideas, and know when the technology is wrong.People & Resources MentionedJacquelyn Goldberg Unframe: unframe.ai LinkedIn: Search Jacquelyn GoldbergLouis Gersh Founder and mentor mentioned by JacquelynAlso mentioned: Harvard Business Review ChatGPT Gemini WikipediaAlyssa Nolte Substack: alyssanolte.substack.com LinkedIn: linkedin.com/in/alyssanolte