How to measure customer outcomes
Contributor 
Hi!
I've been so fortunate to get a leader that wants less KPIs that measure the things we care about, and more KPIs that the customer cares about. But making internal metrics is a piece of cake compared to measuring .
Nobody knows better if they've achieved a desired outcome better than the customer themselves. But how do we measure this - and the task from my leader: how do we measure the CSMs on this?
I would love some insights on how You measure customer outcomes and how You would recommend me tackling this.
I've been so fortunate to get a leader that wants less KPIs that measure the things we care about, and more KPIs that the customer cares about. But making internal metrics is a piece of cake compared to measuring .
Nobody knows better if they've achieved a desired outcome better than the customer themselves. But how do we measure this - and the task from my leader: how do we measure the CSMs on this?
I would love some insights on how You measure customer outcomes and how You would recommend me tackling this.