What's important to remember is that EPM is not a completely new concept. EPM, which is often used interchangeably with the term "corporate performance management" or CPM, is actually an integration of sorts with several existing methods of business management that most executives are already familiar with.
EPM is essentially a combination of the concepts of strategy maps, balanced scorecards, profitability management,
Typically, this is done by a CSM with a phone call, survey, or event invite. But in the new SaaS or subscription economy, monitoring how customers consume training can be both a “vanguard of customer success” and a “canary in your coal mine”.
Keeping your finger on the pulse of the customer doesn't have to be annoying – it can be natural, beneficial, and even