How to measure product success with the JTBD framework

Lately everyone’s talking about “value-driven Customer Success” like it’s a new idea. But wasn’t that always the point? Customer Success isn’t about ticking off adoption checklists or chasing NPS scores. It’s about helping customers get real outcomes, getting them to achieve what they signed up for. Somewhere along the line, teams got lost in process and forgot the basics: deliver value or nothing else matters. Departments and roles will always evolve, but the core job hasn't changed: Know your customer. Focus on their goals. Prove you helped them win.

When we look at some of the most successful companies around us, one pattern is clear: It wasn’t just about having the greatest product or the most innovative service. What truly made the difference was how deeply they engaged with their customers and how well they managed the customer lifecycle. A product can be copied. A service can be replicated. But building genuine customer trust, engagement, and loyalty is much harder to duplicate. Companies that invest in understanding their customers’ journey, from first touch point to repeat purchase and consistently outperform competitors who only focus on features or pricing. Ask yourself: Do we really know our customers’ evolving needs? Are we continuously engaging them beyond just the sale? Is our customer experience strong enough to keep them coming back and advocating for us? In today’s market, customer engagement is the true competitive moat. The companies that master it don’t just sell products or services, they build communities, relationships, and trust. And that’s where long-term success lies.

To me, customer success isn’t about sprinkling “touchpoints” around or hitting renewals targets—it’s about building purposeful momentum together. Success happens when you shift from reactive problem-solving to proactive partnership, always anticipating what customers need before they do. I view CS as equal parts strategist, storyteller, and systems thinker. It’s crafting a narrative where the customer can envision what success looks like—backed by data that turns that vision into reality. Whether it’s simplifying complexity, nudging adoption, or giving customers language to champion your product internally—it’s in those moments that trust becomes growth. At its core, CS is about designing for impact—creating sticky outcomes that elevate both sides of the table.

Customer Success is shifting. Renewal rates, churn, and adoption metrics matter, but they don’t tell the full story. As Chad Horenfeldt highlights in Strategic Customer Success Manager, modern CSMs must evolve from tactical problem-solvers into strategic partners: • Tactical CSMs focus on adoption, usage, and renewals. They react to issues, put out fires, and report on surface-level metrics. • Strategic CSMs focus on outcomes, tying goals to product value, building executive relationships, and demonstrating measurable ROI. The shift is clear: • From firefighting → to proactive planning • From usage metrics → to business outcomes • From vendor → to trusted advisor The future of Customer Success isn’t about sweating over churn. It’s about proving value. What metrics are you sharing with executives to prove you’re driving business outcomes?

Happy customers renew, frustrated ones churn—simple, right? Not exactly. Customer sentiment isn’t just about reading emotions; it’s about understanding patterns and acting on them before they turn into lost opportunities. But how do you decode feedback scattered across emails, surveys, and calls? That’s where customer sentiment analysis steps in. It gives you a way to: 📍 Spot issues long before churn becomes a reality. 📍 Amplify what customers love to fuel upsell opportunities. 📍 Equip your sales and customer success teams with insights that make every interaction count. 🛑 But here's the catch: Most businesses miss the early warning signs because feedback gets lost in fragmented tools or buried beneath layers of communication. Learn how you can bridge this gap with by checking out our latest blog post below

Customer Success isn’t about managing accounts — it’s about orchestrating outcomes. CSMs are often seen as relationship managers, there to answer questions and troubleshoot. But the most impactful Customer Success leaders do much more: 🔑 They align stakeholders around a shared vision of success. 📊 They translate data into insights that guide both strategy and day-to-day execution. ⚡ They anticipate risks and change before they disrupt the customer journey. 🚀 And they unlock growth opportunities by helping customers see what is possible beyond their initial use case. When we approach Customer Success as outcome orchestration, three things happen: 1️⃣ Customers achieve measurable impact faster. 2️⃣ Organizations reduce churn and expand revenue predictably. 3️⃣ CSMs elevate their role from support to trusted strategic partner. This shift is what separates good CS programs from great ones.

Customer Success Manager + Solutions Consultant = The Dynamic Duo of Customer Success. Aspect Director of Enterprise Accounts Dan Zuckerman shares how to create exceptional customer experiences in his "Ask Aspect" interview. See how: https://lnkd.in/ghqS48Rw #CustomerSuccess #SolutionsConsultant #CustomerExperience #Aspect #AskAspect

✨ Why Every Company Needs a Strong Customer Success Team ✨ Winning a customer is only half the battle—retaining and nurturing them is where the real growth happens. This is the space where the Customer Success (CS) team becomes a company’s silent growth engine. A strong CS team doesn’t just troubleshoot—it builds long-term partnerships. By understanding customer goals, anticipating challenges, and ensuring value delivery, they: ✅ Drive renewals and reduce churn ✅ Transform satisfied clients into brand advocates ✅ Provide crucial feedback to product and strategy teams ✅ Unlock opportunities for expansion and upselling In simple terms, Customer Success acts as the bridge between customer needs and business goals. 💡 I’d love to hear how others view the role of Customer Success in their organizations: Is it seen as a support function, or as a revenue driver?

Great support isn’t just fast, it’s measurable. As we head into Q4, inboxes are about to hit peak volume. If you’re only focused on “replying faster,” you’re missing what really moves the needle. 📈 Smarter support starts with smarter metrics. Here are 3 KPIs every support team should nail before the busiest months of the year: 😊 Customer satisfaction: Because happy customers come back. ⏰ First response time: Because acknowledgment matters. ✅ Resolution time: Because speed only counts if the problem gets solved. If you’re not tracking these yet, this is your sign to start. Because you can’t improve what you don’t measure; and the busiest season of the year is no time to guess. 👉 Slide through for the 3 KPIs that matter and how to improve them fast. Or dive deeper in the full guide: https://hubs.li/Q03D8g180