The Contract Isn’t the Win: How Microsoft Thinks About Customer Success at Scale

If you ask Pradeep Raman how his team measures Customer Success (CS), he won’t talk about health scores or NPS. Instead, he focuses on the percentage of customers who committed to a deployment and actually finished it on time and at full scope. This metric shows if customers are getting value and if Microsoft is The post The Contract Isn’t the Win: How Microsoft Thinks About Customer Success at Scale appeared first on Gainsight Software .