Ep. 87: How to Improve Customer Success with Metrics that Matter - Firaas Rashid

When it comes to customer success (CS), many professionals tend to immediately focus on net promoter scores (NPS). While that may have been effective in the past, the customer and business landscape have changed, so CS practitioners need to adapt accordingly. In this week’s episode, we have an engaging conversation with CS expert Firaas Rashid (Founder & CEO, Hook) about what he believes are other customer success metrics that truly matter. Firaas also talks about the mistakes to avoid, the importance of getting input from customers who are engaged and disengaged, how teams can improve on CS, and what metrics they should be focusing on.