Latest news with #KPIs
Business Recorder
6 hours ago
- Business
- Business Recorder
Civil service: body formed to propose reforms
ISLAMABAD: Prime Minister Shehbaz Sharif on Thursday ordered a comprehensive review of the country's sluggish civil service, setting a one-month deadline for a high-level committee to propose reforms aimed at modernising a bureaucracy widely seen as a drag on governance and development. In a high-level meeting, he announced the formation of a civil service reform committee headed by Planning and Development Minister Ahsan Iqbal, an MIT-trained technocrat, tasked with overhauling a decades-old bureaucracy long criticised for inefficiency, excessive red tape, and outdated practices. The prime minister called for a complete overhaul of recruitment, promotion, and performance evaluation systems, along with integrating modern technology to streamline and strengthen the country's ageing administrative machinery. 'We need a sustainable system that keeps pace with today's demands,' Sharif said, adding that good governance and easing the burden on ordinary citizens must be at the heart of any reform. The directive comes amid growing calls for a leaner, more efficient bureaucracy as the country faces mounting economic and governance challenges. The committee has been instructed to consult all relevant stakeholders and submit its report within a month. The planned reforms include recommendations for merit-based hiring, implementation of performance-based key performance indicators (KPIs), reform of the Annual Confidential Report (ACR) system, and enhancement of officer training through new technologies. A statement issued by the Prime Minister's Office said that the committee will also study civil service models in neighbouring countries to benchmark Pakistan's system. 'Reforms that make the bureaucracy people-friendly and efficient are a top priority for this government,' Sharif emphasised. The prime minister's message was clear: the civil service must evolve quickly. Observers note that previous committees have often produced limited results, but the government has set a tight deadline for concrete proposals. The move, framed as a push to 'bring the civil service into the 21st century,' reflects mounting frustration within Sharif's administration over what officials describe as chronic inefficiency, red tape, and institutional inertia. The civil service, a colonial-era holdover, is often criticised for rigid hierarchies and lack of performance-based accountability. The meeting was attended by federal ministers Azam Nazeer Tarar, Ahad Cheema, Awais Leghari, Ali Pervaiz Malik, as well as advisers, Rana Sanaullah and Dr Jehanzeb Khan, secretary of the apex committee at the Special Investment Facilitation Council (SIFC). Copyright Business Recorder, 2025
Yahoo
2 days ago
- Business
- Yahoo
Cross-Border Logistics Enhances Expansion Platforms, Circular Policies and Sustainable Practices Shape the Market Dynamics
The recommerce market in Asia Pacific is set for notable growth, reaching USD 77.5 billion by 2025, with a robust CAGR of 11.6%. The market's expansion, featuring key segments like electronics and fashion, is driven by digital adoption and sustainable practices. Get insights on market dynamics and opportunities with our 13-region report. Asian Pacific Recommerce Market Dublin, July 16, 2025 (GLOBE NEWSWIRE) -- The "Asia Pacific Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment - Q2 2025 Update" report has been added to recommerce market in Asia Pacific is expected to grow by 11.6% on annual basis to reach US$77.5 billion in 2025. The recommerce market in the region experienced robust growth during 2020-2024, achieving a CAGR of 14.1%. This upward trajectory is expected to continue, with the market forecast to grow at a CAGR of 9.9% during 2025-2029. By the end of 2029, the recommerce market is projected to expand from its 2024 value of USD 69.4 billion to approximately USD 112.8 billion. This regional report provides a detailed data-centric analysis of the recommerce market Asia Pacific, covering market opportunities and risks across consumer segments (peer-to-peer and business-led resale); product categories; sales channels; and resale formats. With over 60+ KPIs at the regional and country level, this report provides a comprehensive understanding of recommerce market recommerce landscape is regionally diverse yet united by rapid digital adoption, rising environmental regulation, and formalization of resale in consumer electronics and fashion. While dynamics vary between mature markets like Japan and emerging ones like Vietnam, common trends are visible across East, Southeast, and South recommerce market is shaped by a broad set of players - ranging from telcos and OEMs to resale platforms and logistics startups. While competition remains fragmented by country and product category, key players are aligning around infrastructure capabilities, vertical specialization, and regulatory compliance. Players that combine cross-border capabilities with local logistics, verification services, and circular compliance will define the next wave of recommerce in Asia. Competitive advantage will hinge not only on customer acquisition, but also on operational control of resale ecosystems.A bundled offering provides detailed 13 reports (559 tables and 754 charts), covering regional insights along with data centric analysis at regional and country level: Asia Pacific Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Australia Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment India Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Japan Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Malaysia Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Indonesia Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment China Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment South Korea Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Philippines Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Singapore Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Taiwan Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Thailand Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Vietnam Recommerce Market Intelligence Databook - 60+ KPIs, Market Size, Share & Forecast by Channel, Category & Consumer Segment Electronics Recommerce Is Expanding Through OEM and Telco-Led Models Across Markets Across Asia, electronics recommerce is growing through structured trade-in programs by brands and telecom operators. Samsung and Apple operate resale channels in multiple countries, often with local partners (e.g., SK Telecom in South Korea, Cashify in India, Trademore in Vietnam). High device replacement cycles, rising affordability concerns, and government-backed e-waste policies are pushing adoption. OEMs seek lifecycle control while telcos drive bundled device upgrades. Refurbishment infrastructure will scale further in India, Vietnam, and Indonesia. Certification, device grading, and warranty-backed resale will become baseline consumer expectations. Apparel Recommerce Is Scaling Through Both P2P Platforms and Brand-Owned Initiatives Fashion resale is growing across Asia through peer-to-peer platforms like Japan's Mercari, India's Relove, and Indonesia's Tinkerlust. Brands are also piloting take-back programs in urban centers. Youth-led sustainability awareness, affordability drivers, and fashion-forward consumer cultures are increasing acceptance. Brands see resale as a means to extend product lifecycle and engage Gen Z. Markets like Japan and South Korea will deepen verticalization (e.g., luxury, sneakers, kidswear), while Southeast Asia will see broader adoption via fashion e-commerce integration. Circular Policies Are Enabling Market Entry and Structuring Recommerce Operations Policy frameworks - ranging from Japan's Home Appliance Recycling Law to India's 2022 E-Waste Rules and South Korea's Resource Circulation Act - are mandating take-back and reuse across sectors. Government targets for landfill reduction and carbon neutrality are enforcing Extended Producer Responsibility (EPR). These create legal grounds for recommerce models and encourage public-private pilots. More Asian governments are expected to formalize resale flows into national waste strategies. This will drive compliance-based resale partnerships among brands, logistics firms, and recyclers. Cross-Border Logistics and Localization Are Powering Platform Expansion in Recommerce Regional platforms such as Carousell (Singapore), Mercari (Japan), and OLX (India, Indonesia) are adapting recommerce features - grading, delivery, seller ratings - for local use cases. Some platforms are also exploring cross-border resale logistics for verified goods. Asia's mobile-first consumers, fragmented logistics environments, and increasing digital trust are shaping demand for structured resale. Cross-border flows are supported by high urban connectivity and low-cost fulfillment. Expect platform consolidation and API-level logistics integrations. Intra-Asia resale flows - especially for high-value electronics and luxury fashion - will see pilot programs across Japan, Singapore, and Hong Kong. Informal and Livestream Recommerce Is Formalizing via Platform Governance Informal resale, long dominant in Asia (via Facebook Groups, local classifieds), is being structured through livestream commerce, resale verification, and platform curation. Platforms like Douyin (China), LazLive (Southeast Asia), and Karrot (South Korea) are pushing livestream selling into secondhand categories. Consumer trust mechanisms - escrow, reviews, verification - are gaining importance. Livestream recommerce will diversify into more product categories, and platform regulations will intensify, particularly in China, Indonesia, and Vietnam. Platforms will invest in moderator teams, AI tools, and seller training. Competitive Landscape in Asia Is Segmenting by Vertical but Integrating Through Infrastructure and Policy Growth will depend on resale infrastructure, particularly device testing labs, fashion grading centers, and warehousing. Partnerships between OEMs, retailers, and logistics players will define success in both urban and rural markets. Regulatory enforcement of EPR laws will standardize resale practices and offer competitive advantages to compliant players. Electronics Recommerce Is Driven by Refurbishment Specialists, OEM-Telco Programs, and Cross-Market Platforms India's Cashify has scaled across more than 1,500 cities, integrating device diagnostics, doorstep collection, and resale with warranty. It partners with brands like Xiaomi and Amazon for buy-back operations. In Vietnam, platforms like ReNew and Trademore are building refurbishment labs to support telco and OEM take-back programs under new e-waste guidelines. Samsung runs structured trade-in programs in Japan, South Korea, and Indonesia, often bundled with SK Telecom and Telkomsel upgrades. Apple's trade-in channel has gone live in Japan, Singapore, and India via certified partners offering credit toward new purchases. Fashion Recommerce Is Structured Around P2P Dominance and Vertical Specialist Platforms Mercari dominates the Japanese market, accounting for over 94% of fashion resale transactions in 2023 (per Nikkei). It integrates shipping, payment, and fraud detection. KREAM, a South Korean platform backed by Naver, has grown rapidly in sneakers and streetwear, leveraging product verification and price tracking. In Indonesia, Tinkerlust targets women's fashion resale with seller onboarding, quality control, and branded partnerships. India's Relove works with over 100 fashion brands, embedding resale options directly on brand websites through a white-label model. Emerging Segments: Furniture, Appliances, and Baby Products In Singapore, Hauhauz and secondhand retailers are exploring resale of refurbished home furniture, supported by government-backed sustainability grants. KidsLoop (Korea) are entering niche segments like toys and kidswear, where resale frequency is high due to lifecycle limits. Appliance buy-back programs are being piloted by LG and Panasonic in Japan and Malaysia under EPR compliance trials. Strategic Moves and Ecosystem Integration Are Defining Competitive Scale Carousell has expanded through acquisition (e.g., OLX Philippines, Malaysia), and now operates across 8+ countries with integrated logistics and payments. Flipkart and Amazon India have both launched internal resale channels embedded within returns and refurbished product categories. Cross-border resale is being tested through Singapore-Hong Kong partnerships and Japan-Southeast Asia trade corridors, especially for authenticated fashion. Key Attributes: Report Attribute Details No. of Pages 1079 Forecast Period 2025 - 2029 Estimated Market Value (USD) in 2025 $77.5 Billion Forecasted Market Value (USD) by 2029 $112.8 Billion Compound Annual Growth Rate 9.9% Regions Covered Asia Pacific For more information about this report visit About is the world's leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends. Attachment Asian Pacific Recommerce Market CONTACT: CONTACT: Laura Wood,Senior Press Manager press@ For E.S.T Office Hours Call 1-917-300-0470 For U.S./ CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900Error while retrieving data Sign in to access your portfolio Error while retrieving data Error while retrieving data Error while retrieving data Error while retrieving data
Yahoo
3 days ago
- Business
- Yahoo
Digital Silk Publishes Guide on Key Performance Indicators for Digital Marketing Success in 2025
Miami, Florida--(Newsfile Corp. - July 22, 2025) - Digital Silk, an award-winning agency focused on creating brand strategies, custom websites, and digital marketing campaigns, has published a new guide to help businesses define and track digital marketing KPIs (key performance indicators) that align with their goals in 2025. The report outlines how businesses can potentially use KPI frameworks to measure performance across platforms and improve long-term digital outcomes. Digital Silk Publishes Guide on Key Performance Indicators for Digital Marketing Success in 2025To view an enhanced version of this graphic, please visit: The Role of KPIs in a Shifting Marketing Landscape As marketing teams adjust to new privacy laws, AI-generated content, and shifting algorithms, clear performance metrics are becoming more important. Digital Silk's guide explores how KPIs may help businesses move beyond vanity metrics and focus on measurable results tied to ROI, visibility, and user engagement. The article outlines KPI categories such as SEO traffic, cost-per-click (CPC), return on ad spend (ROAS), customer lifetime value (CLV), and organic conversion rates-each potentially offering insight into digital strategy performance. According to a 2024 Statista report, 54% of U.S. marketers cite data and analytics as a primary focus in their digital strategies, reinforcing the need for structured performance tracking frameworks (source). "KPIs can potentially offer brands a benchmark to measure what's working and where to shift their strategies," said Gabriel Shaoolian, CEO of Digital Silk. "This guide offers a structured way to assess digital marketing outcomes beyond impressions or likes." Highlights from the Guide Overview of performance-focused KPIs by marketing channel Recommendations on pairing KPIs with business goals Tips on avoiding vanity metrics and aligning reports with decision-making Explanation of platform-specific KPIs for SEO, PPC, social media, and email campaigns Why This Resource Matters for U.S. Brands in 2025 With marketing spend under increased scrutiny and budgets shifting toward measurable results, this guide aims to provide businesses with a starting point to refine their tracking practices. It is now available on the Digital Silk blog. Read the full article here: About Digital SilkDigital Silk is an award-winning Miami Digital Marketing Agency focused on growing brands online. With a team of seasoned experts, we create digital experiences through strategic branding, custom web design, and digital marketing services to help improve visibility and support engagement. Media ContactJessica ErasmusMarketing Director & PR ManagerTel: (800) 206-9413Email: jessica@ To view the source version of this press release, please visit Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Entrepreneur
4 days ago
- Business
- Entrepreneur
Delegation is the Only Way to Scale. But Most CEOs Do It Wrong
One of the biggest barriers to scaling a business is the leader's inability to let go. Founders often become the bottleneck, unable to focus on strategic growth. The solution? Mastering the art of delegation. Opinions expressed by Entrepreneur contributors are their own. Let's be clear: delegation is not optional if you want to grow your company. It's the only way to move from being the operator to becoming the true leader your team needs. The problem is that most leaders don't actually know how to delegate. They either hand over tasks without context or hover so closely that their team can't breathe. True delegation requires structure and clarity: Context: Before anything else, your team must understand why this task matters. What's the bigger picture? How does it connect to the strategy? Without this, they're just checking boxes. this task matters. What's the bigger picture? How does it connect to the strategy? Without this, they're just checking boxes. Priority/KPI: Be specific. What does success look like? Which numbers will we use to measure it? What's the timeline? Meeting cadence: Delegation without follow-up is abdication. Set a rhythm to review progress and coach your team — weekly, biweekly or monthly. If you want people to own their responsibilities, you need to give them direction and frameworks, not just tasks. That's how you develop a team of thinkers, not just doers. The 4 degrees of delegation According to the Value Builder System, the key to effective delegation is recognizing that it's not binary — it's not simply "delegate or don't." Instead, there are four levels of delegation, each offering different degrees of autonomy and control. Related: Why Emotional Branding is Out and Functional Loyalty Is In 1. Follow my lead This is the most basic form of delegation. You provide your team members with a clear Standard Operating Procedure and ask them to follow it step by step. There is no room for improvisation; the task is repeatable and requires no decision-making. This level is ideal for junior team members or routine tasks like entering data into your CRM. It ensures consistency and frees you from micro-managing simple processes. 2. Research and report At this level, you don't have a clear solution, so ask your employees to explore the options. Their job is to analyze and return with a shortlist of intelligent recommendations — but you retain the final decision. Use this when you face a challenge with multiple solutions, such as selecting a new software tool or vendor. You're leveraging your team's thinking but still guiding the final outcome. Related: Learn How to Delegate Now — or Risk Losing Your Business 3. Do it and report Here, you trust the team member to make the decision, but ask them to keep you informed. This is useful when you want to give your team autonomy but also ensure that you're aware of progress or potential risks. For example, you may assign the task of managing receivables to someone and ask them to update you weekly. You're not dictating every move, but you stay close enough to guide if needed. 4. Do it This is full empowerment. You trust your team members to handle the task independently from start to finish, without reporting back unless there's a major issue. You've given them clear goals, a budget and complete authority. This is ideal when the risk is low or when your team member is far more knowledgeable about the task than you are. For instance, you might fully delegate the selection of a carpet cleaning vendor or allow a customer service rep to resolve client complaints within a set budget. Related: You Can't Do Everything. So Do the Best With What You Have. The missing piece in most delegation Delegation without boundaries can lead to confusion or costly mistakes. That's why every degree of delegation should come with a budget, either in money or time. Take the Ritz-Carlton, for example. Every employee is empowered to solve customer problems on the spot with a $2,000 discretionary budget. Why? Because they understand the lifetime value of a happy guest far exceeds the cost of a quick fix. You can apply the same principle. If you're asking a team member to research options for improving event logistics, set a 10-hour time budget. This avoids either an overly superficial or excessively exhaustive approach and helps them prioritize appropriately. What to do when team members get stuck Even with clear delegation and budgets, team members can hit roadblocks. In those moments, they often fall back into the habit of asking: "What should I do?" The goal is not to take the problem back — it's to train your team to think like owners. Encourage them to use "yes-able questions." That means presenting you with a recommendation you can approve or reject quickly. Instead of dumping the issue on your lap, they might say: "Mr. Jones hasn't paid his invoice. I considered three options: write off the debt, send it to collections, or offer a payment plan. I recommend offering the payment plan in three installments. Are you okay with that?" This simple change keeps you from being the bottleneck and develops your team's decision-making skills. The day I delegated my inbox For years, I handled every email myself. After back-to-back consulting sessions, I'd get home and face hundreds of unread messages. I was overwhelmed. So I made a decision that changed everything: I gave my assistant full access to my inbox. Not partial access. Not just scheduling emails. I handed over six email accounts, gave her the green light to answer on my behalf and walked away. People told me I was crazy. "How can someone else answer your emails?" they said. But here's the truth: it was crazier to go two weeks without replying to a client than to have someone I trust to handle it. In 15 years, she's probably made 10 serious mistakes—but she's sent over 30,000 solid responses. The cost of holding on was far greater than the cost of letting go. That day, my company started growing without me. Delegation as a strategy for freedom Delegation is more than a time management tactic; it's a growth strategy. Every time you delegate with clarity and intent, you build a business that depends on systems, not superheroes. That's how you shift from being your company's engine to its guide. The ultimate test? Take a two-week vacation without checking in. If your business can thrive in your absence, you've successfully delegated. If not, you know where to focus your efforts next. Many entrepreneurs wear their business like a badge of honor. But the real mark of success is freedom — freedom to choose, to think, and to grow. To achieve that, start by identifying which tasks you're clinging to and the degree of delegation each requires. Clarify your expectations, set time or financial limits, provide context and coach your team to own their outcomes. When you do, you'll not only build a more valuable business, you'll regain the space to lead it.
Forbes
4 days ago
- Business
- Forbes
Why Your Customer Success Team Might Be Measuring The Wrong KPI
Andrew Neal, PMP, is the Chief Operating Officer of Endpoint Automation Solutions. Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here's the uncomfortable truth: Tracking KPIs doesn't guarantee you're measuring the right ones. I've seen it firsthand. A team can hit its targets—like reducing average response time or boosting satisfaction scores—yet churn quietly rises, upsell opportunities stall and executive teams are left scratching their heads. Why? Because we often confuse activity with impact. And that gap can be the difference between a customer who renews and expands, and one who walks. The Danger Of Vanity Metrics Customer success managers are typically measured on metrics like net promoter score (NPS), customer satisfaction (CSAT) and ticket resolution time. These numbers can make us feel good, but they often lack depth. They tend to measure perception rather than outcomes, as well as lagging indicators that don't address early warning signs. For example, a customer might rate a support interaction highly but still leave a month later because they never fully adopted the product. NPS may rise while product usage falls. A customer may be "happy," but that doesn't mean they're successful. Vanity metrics give a snapshot but don't tell the full story. They measure engagement rather than outcomes. And they're dangerous because they create a false sense of momentum. The Metrics That Often Get Overlooked If your KPIs aren't tied to customer outcomes or revenue impact, it's time to recalibrate. Here are five metrics I've seen make a real difference: 1. Customer Health Score: A composite metric that includes usage, engagement, ticket volume and sentiment, customized to your business model. A good health score is predictive, not reactive. 2. Time To First Value (TTFV): This measures how quickly a customer receives meaningful value from your product after onboarding. Faster value = stickier customer. 3. Feature Adoption/Usage Depth: Are customers using the core features that drive ROI? Are they exploring new ones? Usage is a leading indicator of expansion potential. 4. Net Revenue Retention (NRR): NRR combines renewals, upsells and downsells. It's a powerful measure of whether you're growing your value within the existing customer base. I have found this metric to have the most impact within my businesses. It is frequently the most evident connection between customer success and business performance. Some companies, such as Hubspot, reinforced the importance of this metric by linking it to customer usage and executive bonus calculations. 5. Churn By Cohort Or Segment: Looking at churn by customer segment, use case or lifecycle stage often uncovers more than raw churn percentages alone. The best metrics aren't just easy to track; they tell a story about the customer's experience, align teams around value delivery and help you act on it. Aligning KPIs To The Customer Journey Another misstep I often see is applying the same KPIs across the entire customer lifecycle. But onboarding is not the same as renewal. Product adoption is not the same as expansion. Each phase deserves its own success markers. For example: • Onboarding: Track TTFV, implementation time and early feature usage. • Adoption: Look at engagement scores, support interaction frequency and usage trends. • Renewal: Monitor NRR, contract value trends and support history. • Expansion: Focus on upsell activity, executive sponsor engagement and ROI realization. When KPIs are matched to the stage the customer is in, CSMs can be more proactive, and your leadership team gains clearer visibility. Cross-Functional Alignment Is Critical Customer success doesn't live in a silo. If your customer success team is tracking one set of KPIs while sales, product and finance are tracking others, you're likely flying blind in at least one direction. At our company, we've made it a point to connect CS metrics to broader business goals. For example: • Customer success tracks feature adoption, which results in the product gaining insight into roadmap priorities. • Customer success identifies common churn reasons, which helps sales adapt to ideal customer profiles. • Customer success surfaces ROI use cases, which allows marketing to build stronger case studies. Shared dashboards and recurring cross-departmental reviews have been game changers. When customer success is embedded into the broader revenue engine, the value becomes exponential. Audit And Redesign Your Success Metrics If you haven't audited your KPIs recently, now's the time. Here's a simple checklist I recommend to other executives I meet with on this topic: 1. Are your customer success metrics aligned with long-term customer outcomes? If not, you're optimizing for short-term wins that may not drive retention or expansion. 2. Are they predictive, not just reflective? Metrics like health score and time to first value (TTFV) help you intervene early. 3. Are you segmenting insights? One-size-fits-all metrics may be hiding important trends across verticals or customer types. 4. Do your KPIs inform other departments? Metrics should create alignment, not just accountability. 5. Are they actionable? A good KPI should lead to a decision or behavior change. 6. And most importantly: Do you review them regularly? Your business evolves. Your metrics should, too. Meet monthly with your customer success leadership team to monitor key indicators like NRR, Churn risk and usage trends. This helps flag early signs of change before they escalate. In addition to meeting with your customer success leadership team monthly, you should also host a comprehensive KPI review that includes stakeholders from product, sales, marketing and finance to align on business goals, adjust targets based on customer behavior and monitor market feedback. Companies like Slack identified that siloed KPI's across departments hindered a cohesive approach to customer success. Using cross-departmental reviews, they were able to foster a unified strategy, enhancing customer experience and contributing to net revenue retention. The job of a customer success team is not just to support—it's to drive growth. But if you're measuring the wrong things, you're likely missing what matters most. The right KPIs will tell you where the friction points are, where the opportunities lie and how to evolve your customer journey to drive value. They won't just help you track success—they'll help you create it. Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?
