Berner: NPS and CSAT are easily gamed and less actionable early on
Stephanie Berner · A customer success masterclass | How to build and scale a CS org | Stephanie Berner (LinkedIn) · Feb 1, 2024 · at 27:54
Stephanie Berner, Head of Customer Success at LinkedIn Sales Solutions, explains why early-stage startups should prioritize usage and renewal metrics over customer sentiment scores.
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“In later stages, you can start to look at other metrics like NPS, CSAT, time to launch, and your implementation. Those can be great metrics. Those sometimes can be, you know, easily gamed, so they don't necessarily provide the right insight for leadership or even in individual CSMs on what actions they should take. I worry less about those in the super early days.”
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