Metrics to Show Value of a CSM from Customer's Perspective

Bill Pierznik · 2022-02-11T10:26:00+00:00

I'm curious if anyone uses metrics to measure the value of a CSM from the customer's perspective. All metrics and data that I have seen point to the benefit of the vendor/employer of the CSM (e.g. retention, expansion, adoption, use cases). But in a paid-for CSM model, what metrics do you use to show value and ROI from the…