You are raising a very interesting question around metrics that can truly represent level of customer success from product lens. It’s also a very interesting point of a greater usage not always meaning customers finding greater value.
I agree the relevance of the metrics is tightly connected to the workflow and the use case. It feels that the product success metrics should be somehow connected to the customers purchase / renewal behavior of the product but it also means a connection with the customers business metric. Those however is something product teams likely don’t have access to meaning this likely should be a hypothesis area for product teams to build on
You are raising a very interesting question around metrics that can truly represent level of customer success from product lens. It’s also a very interesting point of a greater usage not always meaning customers finding greater value.
I agree the relevance of the metrics is tightly connected to the workflow and the use case. It feels that the product success metrics should be somehow connected to the customers purchase / renewal behavior of the product but it also means a connection with the customers business metric. Those however is something product teams likely don’t have access to meaning this likely should be a hypothesis area for product teams to build on
I agree. I work in B2B. Many B2B product automate processes and are successful when people do NOT need to use the product actively.