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0;text-align:center;-webkit-text-decoration:none;text-decoration:none}#amp-mobile-version-switcher>a:active,#amp-mobile-version-switcher>a:focus,#amp-mobile-version-switcher>a:hover{-webkit-text-decoration:underline;text-decoration:underline}</style> <style type="text/css" id="wp-custom-css"> /* You can add your own CSS here. Click the help icon above to learn more. */ </style> </head> <body class="post-template-default single single-post postid-7161 single-format-standard custom-background custom-header header-full-width content-sidebar"><div id="wrap"><div id="header"><div class="wrap"><div id="title-area"><p id="title"><a href="https://sixteenventures.com/">Customer-centric Growth by Lincoln Murphy</a></p><p id="description">Growth-oriented Customer Success</p></div></div></div><div id="subnav"><div class="wrap"><ul id="menu-page-menu" class="menu genesis-nav-menu menu-secondary"><li id="menu-item-2604" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-home menu-item-2604"><a href="http://sixteenventures.com">Customer Success Articles</a></li> <li id="menu-item-8249" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8249"><a target="_blank" href="https://www.impactdemy.com/collections?ref=58b2b0">2024 CSM and Head of CS Training</a></li> <li id="menu-item-55" class="menu-item menu-item-type-post_type menu-item-object-page menu-item-55"><a rel="author" href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Customer Success Consulting</a></li> <li id="menu-item-8433" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8433"><a target="_blank" href="https://www.impactdemy.com/pages/impact-weekly-podcast">Customer Success Podcast</a></li> <li id="menu-item-8900" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-8900"><a target="_blank" href="https://www.impactdemy.com/courses/fundamentals?ref=58b2b0">Free CS Fundamentals Course</a></li> </ul></div></div><div id="inner"><div class="wrap"><div id="content-sidebar-wrap"><div id="content" class="hfeed"><div class="post-7161 post type-post status-publish format-standard has-post-thumbnail hentry category-business-model category-cohort-analysis category-customer-acquisition category-customer-development category-customer-segmentation category-customer-success category-distribution-2 category-free-trials category-growth-hacking category-marketing category-pricing-strategy category-retention-churn-management tag-accounting tag-apps tag-b2b tag-b2c tag-business-model-2 tag-churn tag-cloud tag-cloud-computing tag-clv tag-conversion-rate-optimization tag-copywriting tag-cro tag-cta tag-free-trial tag-free-trials-2 tag-funnel tag-marketing-2 tag-metrics tag-pricing tag-pricing-page tag-pricing-strategy-2 tag-psychology tag-retain tag-retention tag-saas tag-sales tag-sales-process tag-software-as-a-service tag-transparent-pricing tag-value-pricing tag-web-app tag-webapp entry"><h1 class="entry-title">Customer Success: How to Monitor Customer Happiness</h1> <div class="post-info"><span class="date published time" title="2017-05-05T02:20:39-05:00">May 5, 2017</span> Article by <strong><a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant" target="_blank">Lincoln Murphy</a></strong> </div><div class="entry-content"><p><img decoding="async" class="alignright wp-image-7162" src="http://sixteenventures.com/wp-content/uploads/2017/07/How-to-Monitor-Customer-Happiness-1024x512.png" alt="" width="400" height="200" srcset="https://sixteenventures.com/wp-content/uploads/2017/07/How-to-Monitor-Customer-Happiness.png 1024w, https://sixteenventures.com/wp-content/uploads/2017/07/How-to-Monitor-Customer-Happiness-300x150.png 300w, https://sixteenventures.com/wp-content/uploads/2017/07/How-to-Monitor-Customer-Happiness-768x384.png 768w" sizes="(max-width: 400px) 100vw, 400px" />Customer Success is not about making customers happy. In fact, there are <a href="http://sixteenventures.com/customer-success-is-not" target="_blank" rel="noopener noreferrer">8 other things Customer Success is not</a> if you’re so inclined.</p> <p>But for the sake of this post, just know that we’re here to make customers successful, not happy.</p> <p>But how do you monitor that?</p> <p>Good question… let’s explore that a bit.</p> <p>For context, on Friday, May 5, 2017, I did a <a href="http://sixteenventures.com/customer-success-ama-05052017" target="_blank" rel="noopener noreferrer">Customer Success Ask Me Anything (AMA)</a> on <a href="https://www.facebook.com/LincolnMurphyShares/" target="_blank" rel="noopener noreferrer">Facebook live</a>. It was awesome. The video (audio only… sorry) is embedded below and below that is the transcript (edited for better readability) that answers the question.</p> <p><span id="more-7161"></span><br /><iframe src="https://www.youtube.com/embed/xt7Emxm5_Xs?rel=0" width="560" height="315" frameborder="0" allowfullscreen="allowfullscreen"></iframe></p> <h2>Monitoring Customer Happiness</h2> <p><em>Douglas asks, “What’s the best tool to monitoring individual customer happiness in an onboarding team?”</em></p> <p>It’s time to talk about <a href="http://sixteenventures.com/customer-success-is-not" target="_blank" rel="noopener noreferrer">happiness versus success</a>. If you try to solve for the happiness of your customers, you’re probably going to be in for a long, disappointing ride. Happiness is not something … Maybe there’s a language issue there.</p> <p>Maybe we’re just talking about that. I think when people say, “We want happy customers, I think they actually mean it.”</p> <p>Sometimes that can cause you to go down the wrong path of solving for things that are either outside of your control or outside the scope of what we need to be solving for.</p> <p>That said, what we need to be focused on is the success of our customers, which means we need to figure out, first of all, talking about <a href="http://sixteenventures.com/customer-onboarding" target="_blank" rel="noopener noreferrer">onboarding</a>, what does that even mean? This is the thing that I run into all the time, which is, when is a customer onboard? What is that point?</p> <p>When I see companies who will say, “Our customers are onboard after 30 days. Onboarding is 30 days,” and then day 30, they move them out of onboarding. Whatever that means. They check a box. They’re not onboard. They just made it through 30 days. They didn’t actually do anything. That’s a problem.</p> <p>What we want to make sure of is that we know what onboarded means.</p> <p>The way that I look at it is one of two ways.</p> <p>Either they’ve achieved some actual value for the first time. We call it maybe First Value Delivered (measured by Time to First Value – TTFV), whatever, or … This is really true for a lot of more complex products.</p> <p>There’s some products that you might take months and months and months before you can actually get real value out of it because there’s not just setup time, but there’s actual time of using it before it becomes truly valuable. In that case, onboarding may be when a customer for the first time sees the value potential in our relationship.</p> <p>Maybe that’s after going through some setup and onboarding and getting some dashboards and things like that up and running. There’s setup and implementation and getting those dashboards and everything set up, but they’re not actually usable yet.</p> <p>They’re not getting true value from it yet, but they will and they see it for the first time outside of your promises and sales and marketing. They see the value potential. It’s either when they get first value or when they see for the first time the value potential. That’s what we would call onboarding.</p> <p>What has to happen to get us there? Work back from that.</p> <p>If they’re doing those things. If those things are happening … If we have a dedicated onboarding person or a dedicated onboarding team, that may look more like a project management situation. Are they doing the things that are necessary in order to get value? If they aren’t, they’re not successful. The onboarding isn’t working.</p> <p>Your Customer Success person or practitioner or pooled resource, or whoever owns the relationship with the customer, needs to be able to have visibility into those steps that the onboarding team is taking with the customer so that they can see whether or not things are working.</p> <p>If things are not working … “working” means are we moving through these milestones in the onboarding process? If they’re not the Customer Success Practitioner could intervene with the onboarding.</p> <p>They could intervene with the customer, whatever. We don’t have to overthink that process. There’s workflow tools, project management tools, whatever.</p> <p>There’s different ways to manage that. The main thing is we need to understand that that’s what we’re trying to solve for.</p> <p>Do you also look for satisfaction, happiness, or whatever, in the onboarding process? You can, but most of the time as long as we’re moving them through the steps that are going to be necessary, we don’t have to go look at other things.</p> <p>We know that they’re on the right track to being successful. That’s the most important way to look at it.</p> <figure class="wp-block-image size-full"><a href="https://www.impactdemy.com/collections?ref=58b2b0" target="_blank" rel="noopener"><img loading="lazy" decoding="async" width="800" height="800" src="https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln.png" alt="" class="wp-image-8479" srcset="https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln.png 800w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-150x150.png 150w, https://sixteenventures.com/wp-content/uploads/2023/02/Impact-Academy-Johan-and-Lincoln-768x768.png 768w" sizes="auto, (max-width: 800px) 100vw, 800px" /></a></figure> </div><div class="author-box"><div><img alt='' src='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=80&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/3334de1f544b64f1d1b3383098d14892?s=160&d=mm&r=g 2x' class='avatar avatar-80 photo' height='80' width='80' loading='lazy' decoding='async'/> <strong>About Lincoln Murphy</strong><br /><p>I invented Customer Success. I focus primarily on Customer Engagement. <a href="https://sixteenventures.com/lincoln-murphy-strategic-consultant">Learn more about me here.</a></p> </div></div><div class="after-post widget-area"> <div id="recent-posts-3" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">You should read these articles, too…</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a> </li> <li> <a href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a> </li> <li> <a href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a> </li> </ul> </div></div></div></div></div><div id="sidebar" class="sidebar widget-area"><div id="custom_html-2" class="widget_text widget widget_custom_html"><div class="widget_text widget-wrap"><div class="textwidget custom-html-widget"><div id="enews-ext-2" class="widget enews-widget"> <div class="widget-wrap"> <div class="enews"> <h4 class="widget-title widgettitle">Join the other 53,897 folks who get my emails and…</h4> <div style="text-align:left"> <ul> <li>Get the latest on <strong>ChatGPT, AI, & Prompt Engineering</strong></li> <li>Stay updated on <strong>Customer Success</strong> & <strong>RevOps</strong></li> <li>Take your <strong>Growth Strategy</strong> to the next level</li> <li>Learn about <strong>Psychology, Engagement, and More</strong>!</li> </ul> </div>  <form id="ck_subscribe_form" class="ck_subscribe_form" action="https://app.convertkit.com/landing_pages/256863/subscribe" data-remote="true"> <input type="hidden" value="{"form_style":"naked","embed_style":"inline","embed_trigger":"scroll_percentage","scroll_percentage":"70","delay_seconds":"10","display_position":"br","display_devices":"all","days_no_show":"15","converted_behavior":"show"}" id="ck_form_options"> <input type="hidden" name="id" value="256863" id="landing_page_id"> <input type="hidden" name="ck_form_recaptcha" value="" id="ck_form_recaptcha"> <div class="ck_errorArea"> <div id="ck_error_msg" style="display:none"> <p>There was an error submitting your subscription. 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font-size: 12px; font-weight: bold; line-height: 16px; padding: 10px 12px; text-decoration: none; text-transform: uppercase; }</style></div></div></div> <div id="block-14" class="widget widget_block widget_media_image"><div class="widget-wrap"> <figure class="wp-block-image size-full"><a href="https://www.customergrowthlab.com/powerful-meetings" target="_blank" rel=" noreferrer noopener"><img loading="lazy" decoding="async" width="900" height="900" src="https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square.png" alt="" class="wp-image-8967" srcset="https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square.png 900w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-300x300.png 300w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-150x150.png 150w, https://sixteenventures.com/wp-content/uploads/2024/04/meetings-promo-square-768x768.png 768w, 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300w, https://sixteenventures.com/wp-content/uploads/2023/04/Email-Engagement-Formula-Driving-Success-at-Every-Stage-of-the-Customer-Journey-600-×-600-px-1-150x150.png 150w" sizes="auto, (max-width: 600px) 100vw, 600px" /></a></figure> </div></div> <div id="block-4" class="widget widget_block widget_media_image"><div class="widget-wrap"> <figure class="wp-block-image size-large"><a href="https://www.impactdemy.com/pages/impact-weekly-podcast" target="_blank" rel=" noreferrer noopener"><img loading="lazy" decoding="async" width="1024" height="1024" src="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1024x1024.jpg" alt="" class="wp-image-8437" srcset="https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1024x1024.jpg 1024w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-300x300.jpg 300w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-150x150.jpg 150w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-768x768.jpg 768w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-1536x1536.jpg 1536w, https://sixteenventures.com/wp-content/uploads/2022/12/Impact-Weekly-with-New-Episodes-Text-2048x2048.jpg 2048w" sizes="auto, (max-width: 1024px) 100vw, 1024px" /></a></figure> </div></div> <div id="recent-posts-4" class="widget widget_recent_entries"><div class="widget-wrap"> <h4 class="widget-title widgettitle">Customer Success & Growth Articles</h4> <ul> <li> <a href="https://sixteenventures.com/true-cost-of-meetings">The True Cost of Meetings in Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/meetings-as-a-metric">Meetings as a Customer Success Metric: The Misguided Path</a> </li> <li> <a href="https://sixteenventures.com/no-goals-no-customer-success">No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework</a> </li> <li> <a href="https://sixteenventures.com/revenue-roadblocks">Revenue Roadblocks: How We’re Sabotaging Our Own Growth</a> </li> <li> <a href="https://sixteenventures.com/bad-fit-vs-good-fit-customers">Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth</a> </li> <li> <a href="https://sixteenventures.com/opt-in-vs-opt-out-trials">Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success</a> </li> <li> <a href="https://sixteenventures.com/beyond-transactions">From Transactions to Relationships: Unleashing Customer Potential with AX</a> </li> <li> <a href="https://sixteenventures.com/renewal-psychology">Renewal Psychology: From an Adversarial Process to a Celebration of Success</a> </li> <li> <a href="https://sixteenventures.com/pods-customer-success-sales">Pods in Customer Success vs. Sales: A Side-by-Side Comparison</a> </li> <li> <a href="https://sixteenventures.com/csm-pods">The Role of Pods in CSM Coverage Models: The Evolving Landscape</a> </li> <li> <a href="https://sixteenventures.com/csm-pool">Pooled CSMs: Benefits, Challenges, and Requirements for Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-touch-levels">Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)</a> </li> <li> <a href="https://sixteenventures.com/goal-discovery-framework">The Goal Discovery Framework for Customer Success Management</a> </li> <li> <a href="https://sixteenventures.com/storytelling-in-customer-success">Storytelling in Customer Success: Use the Power of Goal Discovery</a> </li> <li> <a href="https://sixteenventures.com/customer-success-capacity-planning">Customer Success Scaling: Capacity Planning and Resource Allocation</a> </li> <li> <a href="https://sixteenventures.com/keeping-customers-engaged">Bridging the Engagement Gap: Keeping Customers Actively Invested</a> </li> <li> <a href="https://sixteenventures.com/advocacly-flywheel-social-proof">Build a Social Proof Machine: Consistently Generate Real Advocates at Scale</a> </li> <li> <a href="https://sixteenventures.com/earned-advocacy-social-proof">The Untapped Potential of Social Proof through Earned Advocacy</a> </li> <li> <a href="https://sixteenventures.com/metrics-to-meaning">From KPIs to Connection: Transforming Metrics Into Meaningful Relationships</a> </li> <li> <a href="https://sixteenventures.com/email-tactics">5 Outdated Email Tactics You Need to Abandon in 2024</a> </li> <li> <a href="https://sixteenventures.com/value-of-customer-success">Every Department Must Recognize the Value of Customer Success</a> </li> <li> <a href="https://sixteenventures.com/reactive-to-proactive-retention">Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading</a> </li> <li> <a href="https://sixteenventures.com/usage-customer-success">Why High Usage Doesn’t Guarantee Customer Success</a> </li> <li> <a href="https://sixteenventures.com/scaling-cs-team">Scaling Your Customer Success Team Without Losing Control</a> </li> <li> <a href="https://sixteenventures.com/goal-alignment">The Art and Science of Continuous Goal Alignment in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/goal-discovery">Goal Discovery: The Essential Task You Never Had Time for (Until Now!)</a> </li> <li> <a href="https://sixteenventures.com/customer-success-sales-alignment-2">Aligning Customer Success and Sales: Bridging the Great Divide</a> </li> <li> <a href="https://sixteenventures.com/motivating-action">Motivating Action: The Hard Truth of Driving Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/customer-retention-analysis">Customer Retention: Proactive, Reactive, and At-Risk Analysis</a> </li> <li> <a href="https://sixteenventures.com/partner-success-strategy">Navigating Partner Success in a Multi-Channel World</a> </li> <li> <a href="https://sixteenventures.com/csm-customer-allocation">Unlocking Potential: How to Allocate Customers to CSMs</a> </li> <li> <a href="https://sixteenventures.com/coverage-segments">AX-Based Coverage Segments: Customer Success Evolved</a> </li> <li> <a href="https://sixteenventures.com/revops-evolved">RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)</a> </li> <li> <a href="https://sixteenventures.com/engagement-rate">Redefining Email Engagement: New Metrics for a New Era (2024)</a> </li> <li> <a href="https://sixteenventures.com/classify-churn">Understand, Classify, and Effectively Analyze Churn</a> </li> <li> <a href="https://sixteenventures.com/customer-negotiations">Customer Negotiation: Discounts, Retention, and Value</a> </li> <li> <a href="https://sixteenventures.com/objection-handling">The Art of Objection Handling in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/sell-to-existing-customers">Driving Exponential Growth: The Art of Selling to Existing Customers</a> </li> <li> <a href="https://sixteenventures.com/nrr-panic-the-rollercoaster-ride-you-never-saw-coming">NRR Panic: The Rollercoaster Ride You Never Saw Coming</a> </li> <li> <a href="https://sixteenventures.com/motivation-vs-discipline-how-knowing-the-difference-skyrockets-customer-engagement">Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement</a> </li> <li> <a href="https://sixteenventures.com/why-csm-positioning-is-so-important-and-how-to-fix-it">Why CSM Positioning is so Important (and How to Fix it)</a> </li> <li> <a href="https://sixteenventures.com/customer-status-the-hidden-motivator-you-cant-ignore">Customer Status: The Hidden Motivator You Can’t Ignore</a> </li> <li> <a href="https://sixteenventures.com/the-power-of-curiosity-in-customer-success">The Power of Curiosity in Customer Success</a> </li> <li> <a href="https://sixteenventures.com/creating-customer-success-playbooks-with-chatgpt">Creating Customer Success Playbooks with ChatGPT</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-or-bing-customer-success">ChatGPT or Bing: Which AI Tool is Best for Customer Success</a> </li> <li> <a href="https://sixteenventures.com/customer-success-chatgpt">Customer Success Pros: Stay Ahead of the Game with ChatGPT</a> </li> <li> <a href="https://sixteenventures.com/chatgpt-customer-success">ChatGPT in Customer Success: Generative Output to Desired Outcome</a> </li> <li> <a href="https://sixteenventures.com/stop-teaching-your-customers-to-ignore-you">Stop Teaching Your Customers to Ignore You! 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