Success

Success differs from Support in that it is proactive, rather than reactive, in nature. Your organization may not have a clear division between Support and Success, so you can apply any or all of these recommendations where appropriate.

METRICS

NPS score (and correlating if it's higher for customers who are active members of the community vs. customers who aren't active in the community), % of retention (using the same scale above re: active vs. inactive in the community), % of renewals

COMMUNITY & SUCCESS CAN WORK TOGETHER TO

make informed decisions on long-term plans for the company (via a product roadmap or advisory board, for example)

better understand how a customer's involvement in the community impacts their overall experience, or relationship, with a product or service