I am very curious to learn how other SaaS companies are demonstrating the business value of your solution to your clients. Namely: how are you determining WHAT the measurable business value is? when/how do you take current state baselines of those metrics, with your clients? when/how do you set goals for those metrics, with your clients? when/how do you report on progress against those goals? are you using ROI metrics associated with revenue? are you using KPIs associated with achievement of your client's business goals? are you using KPIs associated with adoption/usage? are you using KPIs associated with end-user satisfaction? what processes and tools are you using to operationalize all of this?I consider this the most important pillar of customer success. Do you?

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Question

How are you demonstrating the business value of your solution to your clients?

I am very curious to learn how other SaaS companies are demonstrating the business value of your solution to your clients. Namely:

how are you determining WHAT the measurable business value is?
when/how do you take current state baselines of those metrics, with your clients?
when/how do you set goals for those metrics, with your clients?
when/how do you report on progress against those goals?
are you using ROI metrics associated with revenue?
are you using KPIs associated with achievement of your client's business goals?
are you using KPIs associated with adoption/usage?
are you using KPIs associated with end-user satisfaction?
what processes and tools are you using to operationalize all of this?

I consider this the most important pillar of customer success. Do you?