Consider it a buzzword or not, ROI is still important.
Executives care about it. They want to know that company investments are worth it.
When it comes to building or growing a new department such as Customer Success, especially if you don't have experience in it, ROI is equally important.
It's normal to ask if it's worth it and to wonder how to measure the success of the investment.
I've always advised channel partners to ensure that they have a way to measure Customer Success and how their CSMs are doing from the very start. You don't want to start a new division or a new initiative and have your boss drop it a few months down the line because you forgot to measure its success.
With Customer Success still being a relatively new and sexy job, how to measure it is not as clear cut as it is in Sales for example.
Customer Success is also a lot more about relationships than it is about numbers. but even though it can be subjective, there are still certain activities and outcomes you can track.
I recently spotted two infographics about metrics to measure Customer Success ROI that I want to go over today.