For strategic procurement, customer success metrics are measured in two categories: efficiency and effectiveness.
As I mentioned in Part 1 of this series — Do you have a strategic relationship with your technology provider? — I recently joined Determine as Senior Vice President of Customer Success. On March 14 we held our West Region User Group in Laguna Beach, which brought together valued customers to share their experiences, feedback and ideas about our solutions and Determine as a company. That openness and reinforcing of trust are critical components to establishing a sustainable Customer Success Management program .