Which stage involves setting agreed-upon success metrics?

The stage that involves setting agreed-upon success metrics is metric/KPI agreement. In this phase, the focus is on collaboratively determining the key performance indicators (KPIs) and success metrics that will be used to measure the effectiveness of the customer relationship and the achievement of goals. This step is crucial because it helps both the customer success manager and the customer to align their expectations and understand how success will be quantified moving forward.

Establishing these metrics enables clear tracking of progress and fosters accountability. When both parties agree on the metrics, it sets a foundation for objective assessments of performance, making it easier to identify areas for improvement and celebrate successes. This alignment is essential in customer success management, as it guides the strategy and actions taken to support the customer in achieving their desired outcomes.