The New CS Scorecard for the AI Era | Customer Success in the AI Age - SaaStr AI University
Eval pass rate, time to first value, units of work completed, and outcome attainment as the new core metrics.
The New CS Scorecard for the AI Era - a free lesson in Customer Success in the AI Age at SaaStr AI University. Eval pass rate, time to first value, units of work completed, and outcome attainment as the new core metrics. Key takeaways: • Track eval pass rate, time to first value, velocity (units of work completed), and a reset NRR for the AI era. • Pair adoption with outcomes: log tagged value stories against ROI pillars, not just seat utilization. • Make one outcome metric shared across sales, product, and CS, and tie comp to it so teams align. Part of the free, self-paced Customer Success in the AI Age course: https://saastr.ai/university/customer-success-ai