Businesses do not do things just for the sake of doing them – there always needs to be a reason. And in essence that reason is always the same – value! So what value does the business get from investing in Customer Success Management? After all it is a sizeable investment in hiring the right people, in purchasing he right software, in management time, in planning and strategizing, in systems and processes, in ongoing maintenance and support, and of course most particularly in ongoing salaries of the Customer Success Management team. All of this requires capital outlay – money that could have been used elsewhere in marketing or selling product development for example. So why should a business instead decide to invest that money in Customer Success management, and eqully importantly, what sort of ROI (return on investment) should that business expect to see and when should they expect to see it? And having thought about that, the business also needs to think about how this ROI could be measured, how it could be analyzed and who the results should be reported to. In this 45 minute online session Rick and Peter try to get to grips with the whats the hows and the whys of measuring the ROI of Customer Success Management activities.