Rethinking Customer Success Metrics in 2025
Legacy metrics no longer tell the full story. It’s time to move beyond handle times and satisfaction scores.
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For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress.
But in today’s connected economy, every customer interaction carries insight. Each question, complaint or compliment adds energy to a system that drives the business forward.
Customer service has become the frontline of brand experience — the pulse of how businesses listen, learn and evolve.
Author summary: Rethink customer success metrics now.
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