My friends at Nexthink get the idea of #CustomerSuccess. Allow me to accentuate: 99% availability is a moot point when you experience the remaining 1% during a breakdown.

In fact, the 99% uptime is pointless if during that uptime you can't do your job properly, or that it slows you down, or if the system makes your job harder, or any other situation that makes you get your results *in spite of the system*.

SO WHAT'S THAT IDEA? WHAT DOES CUSTOMER SUCCESS MEAN FOR AN INTERNAL ORGANIZATION SUCH AS I.T.?

Internal, shminternal.... your customers as I.T. people are #EveryoneElse. If they can't do they job they won't be successful, and your uptime isn't always the answer, and therefore is not a great metric.

A great metric would be the #CustomerExperience. Experience is inclusive of both "does the system enable me to perform better in my job?" AND "Am I successful in my role now that I have this system?"

Think about it.