James May, former host on Top Gear, now has a show titled “James May and the Dull Men“ (https://www.imdb.com/title/tt32651187). I find it delightfully dull to watch.
Happiness isn’t the cornerstone of customer success. A customer can feel unhappy with a product due to many factors but can still use the product to meet and achieve goals. Thus becoming successful. Unhappiness does not necessarily effect churn rates. A customer can be unhappy with their usage but still see value in the product and not churn.
Usage is a hard metric to measure because it can be very subjective. Some users subscribe to a product for a once a year event while others can be hyper users with thousands of sessions. Both can feel the same level of success. The cornerstone of Customer Success is the manager, they are there to help the product meet the goals of the subscriber. The true metric should be: did the manager assess the customers needs, and meet their objectives while achieving a short time to value? That would be a better metric...though hard to measure.
