Why is customer success the most important metric for a software or service business?

In today’s competitive landscape, you can’t just sell software or services anymore and expect to succeed. There are so many options available that competition is intense. To have a successful business, you need to have successful customers—that’s the only metric that truly matters. Think of it like this: both you and your customers are in a rowboat, each holding an oar. Your job is to get both oars rowing in the same direction and keep the boat moving forward. When you focus entirely on making your customers successful, the score takes care of itself. The health and growth of your business can be tracked directly back to how well your customers do and how much success they achieve.

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Asked by a service provider evaluating business priorities · Answered by Patrick Shanahan · art-marketing-podcast · 2020-08-05