Customer success organizations are chartered with the mission-critical task of making customers successful. Seems simple enough, right? But achieving long-term, consistent customer success can be anything but. Far too often customer success organizations are unsure of the health of their customers and what they can do to improve the customer experience.  

I’d like to argue that a key factor in determining customer success begins with effective customer training. Unfortunately, customer training is probably one of the most ad-hoc functions in the organization and is often untracked and/or immeasurable.