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We’re not short on data in Customer Success. We track usage, NPS, CSAT, ticket volume, engagement scores, community interactions, feature clicks, and more. But despite all this input, too many teams still operate in reactive mode. Data should drive decisions, campaigns, and actions — not just dashboards. But here’s where things break down: teams often fall into a pattern I call "admiring the data", staring at it, debating it, and over-analyzing it until momentum is lost.

Recognizing the community can be a growth engine is just step one. Now we need to measure it. That’s where most teams get stuck. They track activity like logins, threads, or event attendance but don’t know how to make the leap from engagement metrics to business impact. The result? Communities stay in the “nice to have” category instead of getting resourced as a true growth lever. It doesn’t have to be that way. This post walks you through how to build a Community Engagement

You wouldn’t expect Sales to work without a CRM. You wouldn’t expect Finance to function without an ERP. So why do so many companies expect Customer Success to wing it?

Most executive teams genuinely believe they’re making customer-centric decisions. They track the dashboards, monitor the KPIs, and celebrate when the numbers look good. But here’s the hard truth: metrics alone can’t tell the customer story. I’ve seen it too many times. Companies obsess over internal metrics - response time, uptime, SLAs, etc, without asking the more important question: what did this feel like for the customer? The internal report might show green. The custo

In order to grow and scale your company effectively, you need to approach customer success in an organized, efficient way.